Assistant Manager / Manager, Client Service
Core
Lead and develop 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 experience
Deliverable
dashboards & analysis
Required skills
team leadership, performance management, coaching, service level agreement monitoring, quality assurance, stakeholder collaboration, data analysis, process improvement, regulatory compliance
Preferred skills
digital transformation, AI-driven improvements, change management
Responsibilities
Lead day-to-day contact centre operations, set team goals and monitor performance against targets, conduct 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, maintain team records, identify operational risks and contribute to process improvements.
Seniority
Manager, hands-on IC