Assistant Manager / Manager, Client Service
Core
Leading and developing a team of customer service professionals to deliver exceptional customer experiences while achieving operational, quality, and productivity targets.
Role type
Senior IC contact centre team lead
Builds
Customer service operations and team performance
Domain
Financial services / Customer support
Required skills
Team leadership, performance management, coaching, service level agreement monitoring, quality assurance, stakeholder collaboration, data analysis, process improvement, regulatory compliance, change management
Preferred skills
Digital transformation, AI-driven improvements, employee development
Technologies
Contact centre systems, digital service platforms, AI tools
Responsibilities
Lead day-to-day operations of the contact centre team, conduct regular coaching and performance reviews, review call and case quality, manage escalated enquiries and complaints, track and analyse performance trends, ensure staff compliance with policies and regulations, support onboarding and development, partner with stakeholders to resolve issues, identify operational risks and contribute to process improvements, build an engaged team culture.
Seniority
Manager, hands-on IC