Front Line Manager - Customer Care - Voice 4B
Core
Manage day-to-day operations of a voice call center to ensure high-quality customer service delivery and operational efficiency.
Role type
Front Line Manager (Customer Care - Voice)
Builds
Customer service operations and team performance
Domain
Customer Experience (CX) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Care, Customer Experience (CX), Data Analytics, Financial Analysis Reporting, Fraud Detection, Fraud Disputes, Sales
Preferred skills
Banking Capital Markets, Customer Journey Mapping
Technologies
ServiceNow
Responsibilities
Manage day-to-day operations of the call center, Monitor performance metrics and operational indicators, Develop and implement strategies to enhance productivity, Train and mentor call center staff, Conduct regular quality assurance assessments, Collaborate with cross-functional teams, Prepare and present performance reports, Support implementation of call center technologies