Contact Center Team Manager
Core
Leading a segment or small operation unit for Specialized Servicing and Fulfillment Operations, managing inbound calls and chats to deliver client care.
Role type
Senior IC contact center team manager
Builds
Inbound call and chat operations for estate servicing
Domain
Banking / Financial Services
Required skills
Performance coaching, process improvement, data analysis, risk management, talent development, client care management, financial product knowledge, team leadership, strategic planning
Preferred skills
Quality assurance routines, call monitoring and calibration
Technologies
Contact center software, performance reporting tools
Responsibilities
Enable and empower 11+ employees to deliver client care via inbound calls and chats; maintain full understanding of team performance using KPIs and observations; coach individuals to sustain positive patterns and mitigate negative ones; nurture employee development through feedback and career planning; execute long and short-term strategic plans to drive improvements in client care and efficiency; make sound judgments based on data to balance risks and rewards.
Seniority
Senior, hands-on IC
