Job Description
Ensuring that technology is utilized to its maximum and that staff are well-organized and productive.
The goal is to do everything possible to attain goals and achieve great results for the bank.
Responsibilities
Develop objectives for the call center’s day-to-day activities.
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses.
Hire, coach and provide training to personnel to maintain high customer service standards.
Monitor and improve ordering, telephone handling and other procedures.
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management.
Requirements
Proven experience as call center manager or similar position.
Experience in customer service is required.
Knowledge of performance evaluation and customer service metrics.
Solid understanding of reporting and budgeting procedures.
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs.
Outstanding communication and interpersonal skills.
Excellent organizational and leadership skills with a problem-solving ability.
Positive and patient.
Knowledge, Skills, & Experience Requirements
Bachelor of Science degree or higher preferred.
Minimum 8 years of Call Center/Contact Center management experience.
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and banking opportunities.
Exceptional ability to develop and manage results-oriented recruiting and training programs.
Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
Strong negotiation, interpersonal, written and oral communications skills, including statistical report writing.
Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred).
Occasional travel to clients or trade show required.
Applicants should send their CV’s to: hr@synergyhrsolutions.com Note: Only shortlisted candidates will be contacted for interview.
Apply via :
hr@synergyhrsolutions.com
