Front Line Manager - Customer Care - Voice 4B
Core
Manage day-to-day operations of a call center to ensure consistent delivery of high-quality customer service.
Role type
Front Line Manager - Customer Care - Voice
Builds
Customer service operations and team performance
Domain
Banking Capital Markets, Customer Care, Customer Experience (CX)
Deliverable
dashboards & analysis
Required skills
Customer Care, Customer Experience (CX), Data Analytics, Financial Analysis Reporting, Fraud Detection, Fraud Disputes, Sales
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 and trend analysis, Support implementation of call center technologies and tools