EXPERIENCE IN THE FINANCIAL SERVICES SECTOR IS ESSENTIAL

Duties & Responsibilities

• Responsible for the planning, management and leading our call center team to obtain a better and improve service quality. Assist in establishing call center objectives, provide administrators with opportunities to expand their knowledge of service, products and analyze call center data and focus on improving performance and processes in an effort to provide a one stop excellent service to our clients in terms of our client service strategy.
• Identify and fix process inefficiencies.
• Identify system inefficiencies and drive the resolution process with other internal stakeholders.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Manage the implementation of standard/customised operating procedures, quality and service standards related to the applicable client service solution. ...