inbound call centre - ManagerRobert Walters

An exciting Inbound Call Centre - Manager job has just been made available at a leader in the financial services industry.
About the Inbound Call Centre - Manager Role:
In this essential role, your prime responsibility will be to manage the performance of the company's outsourced call centre provider by ensuring that the key performance indicators and quality metrics are within agreed service standards to meet the company's overall customer satisfaction objectives.
Key Responsibilities:
Ensures key performance indicators are met to achieve desired customer satisfaction and quality service
Ensures updated or new processes and policies are communicated and implemented accurately and effectively by the call centre
Coordinates closely with service quality division in the conduct of customer satisfaction surveys
Initiates process improvements to make CSR handling more efficient and productive
Participates in initiatives to drive continuous growth in customer satisfaction to encourage customer retention and loyalty
To succeed in this Inbound Call Centre - Manager role, you will liaise between the Senior Management of Call Centre provider and back-end units of the company's operations.
Key Requirements:
At least five years' experience in financial services specifically in credit card or banking
At least two years' experience in a supervisory position in customer service
Mastery of Customer Service Process and Credit Card Policies
Well-versed in CMS Avaya
Strong command of English, both verbal and written, with good interpersonal relationship skills
This financial services entity of one of the top local banks has been in the business for over 30 years providing Filipinos with cashless transactions, versatile add-on services, and innovative services.
If you are driven, determined and want to take the next step in your career, this is the role for you. Great career progression opportunities await the right person in this exciting Inbound Call Centre - Manager role.
Apply today or contact me to discuss this new opportunity.
Get in touch
Samantha Cheblakian
+632 8841 9388
Robert Walters