About this role
As an Assistant Manager, you will play a crucial role in leading and motivating a team of Supervisors, ensuring the department's success. Your expertise in contact center management, coupled with your leadership skills, will be instrumental in achieving our goals. We are looking for a proactive and results-driven individual who can inspire and guide their team to deliver exceptional results.
• Lead and manage a team of Supervisors, providing guidance and support to drive performance. • Ensure the team meets and exceeds defined KPIs and KRAs, focusing on key metrics like Service Level, AHT, and Occupancy. • Develop and implement effective forecasting and scheduling strategies to optimize resource allocation. • Maintain a strong understanding of RBI regulations and ensure compliance within the team. • Inspire and motivate the Supervisor team, fostering a positive and productive work environment. • Guide and mentor team members, providing feedback and coaching to enhance their skills and performance. • Resolve complex customer issues and operational challenges, utilizing advanced problem-solving abilities. • Analyze performance data to identify trends and areas for improvement, driving continuous enhancement. • Collaborate with senior management and other departments to align strategies and achieve organizational goals. • Ensure the team delivers exceptional customer service, maintaining a strong focus on customer satisfaction.
• Minimum 3+ years of experience as a Team Manager, with an overall experience of over 8 years in BFS contact center operations. • Thorough understanding of contact center management KPIs and KRAs. • Expertise in inbound metric calculations, including Service Level, answering level, and AHT. • Well-versed in forecasting, scheduling, and core contact center metrics. • Strong leadership and management capabilities to lead and inspire a diverse team. • Excellent communication skills for effective coordination with team members and stakeholders. • Advanced problem-solving skills to tackle complex customer and operational issues. • Proficiency in performance data analysis to drive continuous improvement. • Familiarity with banking systems, CRM platforms, and contact center technologies. • A results-oriented mindset with a track record of achieving exceptional customer service standards.