Contact Center Circle Lead (Operations Manager)
Core
Lead a Circle of Contact Center Professionals and Customer Loyalty Members to deliver processing and contact center services for global Wholesale and Retail Banking activities.
Role type
Senior IC Operations Manager (Contact Center)
Builds
Contact center operations, customer service processes, and workforce arrangements for global banking clients.
Domain
Banking / Financial Services / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, operational process design, workforce management, performance analysis, stakeholder collaboration, change management, risk mitigation, capacity planning, Agile methodology, Microsoft Applications
Preferred skills
Shared services environment experience, cross-cultural team management, real-time customer contact affinity, project management
Responsibilities
Lead a Circle consisting of Contact Center Professionals and Customer Loyalty Members; Set up new retail banking operational processes and services; Implement flexible workforce arrangements; Drive the circle to achieve and exceed key performance targets; Coach, mentor, and develop contact center members; Handle escalations for complex and high-risk issues; Apply Step Up Performance Management with direct reports.
Seniority
Senior, hands-on IC
