Contact Center Team Manager
Core
Leading a segment or small operations unit for Specialized Servicing and Fulfillment Operations (SSFO) within a contact center, managing inbound calls and chats for complex client situations.
Role type
Senior IC operations manager (contact center)
Builds
High-quality care for internal and external clients with complex situations or escalated requests
Domain
Banking / Financial Services / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
team leadership, performance analysis, process improvement, coaching, risk management, strategic planning, data-driven decision making, employee development
Preferred skills
quality assurance routines, call monitoring and calibration, financial industry product knowledge
Technologies
performance reporting tools, career planning 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; identify and mitigate performance patterns; coach individuals to sustain positive patterns; nurture employee development through feedback and career planning; sustain a process excellence culture; 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
