Front Line Manager - Customer Care - Voice 4C
Core
Lead voice-based customer care operations, ensuring consistent service delivery aligned with client SLAs and quality benchmarks.
Role type
Front Line Manager - Customer Care - Voice
Builds
Voice call center operations for global enterprises
Domain
Banking, Capital Markets, Retail Banking, Wealth Management
Deliverable
client delivery
Required skills
Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Fraud Detection, Fraud Disputes, Loan Servicing, Personal Banking, Retail Banking, Wealth Management
Preferred skills
ServiceNow Certified Implementation Specialist
Technologies
ServiceNow
Responsibilities
Lead voice-based customer care operations, Manage team structure and capacity planning, Drive operational excellence through performance monitoring, Build and maintain strong client relationships, Oversee quality assurance across voice interactions, Facilitate training and development programs
Seniority
Front Line Manager