Assistant Manager / Manager, Client Service
Core
Leading and developing 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 support
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, conduct coaching and performance reviews, review call and case quality, manage escalated enquiries and complaints, track and analyse performance trends, partner with cross-functional teams on operational improvements
Seniority
Manager, hands-on IC