Front Line Manager - Customer Care - Collections 4B
Core
Leading a team in a contact center to manage daily customer care and collections activities, optimizing performance and experience.
Role type
Front Line Manager (Customer Care - Collections)
Builds
Customer experience programs and team performance metrics
Domain
BPO / Contact Center / Collections
Deliverable
client delivery
Required skills
People management, Contact center operations, Performance management, Coaching, Cross-functional collaboration, Data analytics, Process optimization
Preferred skills
Multicultural team leadership, Fraud detection, Customer experience design
Technologies
Live reports, legacy reports, contact centre tools, dashboards, performance management systems
Responsibilities
Leading team daily activities impacting customer experience, coaching team members at all levels, monitoring customer experience using dashboards and reporting tools, collaborating with CXO on product and process improvement programs, facilitating weekly huddles with agents, handling occasional escalated customer issues
Seniority
Manager, hands-on IC
