Specialist - Customer Care - Voice 4B
Core
Manage day-to-day operations of a call center, ensuring consistent delivery of high-quality customer service.
Role type
Customer Care Specialist (Voice)
Builds
Customer service operations and team performance
Domain
Customer Experience (CX), Banking Capital Markets, Insurance, Mortgage
Deliverable
dashboards & analysis
Required skills
Call center operations, Performance metrics monitoring, Team training and mentorship, Quality assurance, Cross-functional collaboration, Data-driven reporting, Call center technology implementation
Preferred skills
Banking Capital Markets, Fraud Detection, Insurance Underwriting, Mortgage Loan Underwriting, Voice-User Interface
Technologies
ServiceNow, COPC
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