Unit Manager, Emerging Tech Enablement
Core
Supervise a team of professionals handling consults, inbound/outbound calls, cases, chats, escalations, and investigations to drive skills improvement and customer experience.
Role type
Senior IC operations manager (call center)
Builds
Customer service operations and team performance
Domain
Financial services / BPO
Deliverable
product features
Required skills
Team leadership, risk management, process improvement, analytical skills, performance evaluation, Microsoft Office/Google Suite proficiency, Generative AI adoption
Preferred skills
BPO industry leadership experience
Responsibilities
Hiring, coaching, and mentoring associates; conducting audits for compliance; analyzing performance trends; implementing new technological solutions; capacity planning and schedule adherence; maintaining organizational partnerships
Seniority
Senior, hands-on IC
