SENIOR CONTACT CENTRE SERVICE

Requirements

To be successful in this role, you should meet the following requirements:

• Bachelor Degree in Business or related field desired but not necessary dependent upon prevailing market conditions
• At least 5 years of relevant Management experience in financial services and/or call centre operations is required
• Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering
• Relationship Management, Operational Risk Management, Analytics, Performance Management, Service Excellence and Customer Experience Focus
• Proven strong leadership, motivational, analytical, planning communications, organizational, problem-solving, managerial, project management and customer service skills. Excellent interpersonal, oral and written communication skills required.
• A high level of EQ coupled with the ability to set clear stretching goals for others and inspire them to achieve
• Thorough understanding of the contact center concept and its importance in maintaining and expanding account relationships.
• Problem solving and Decision making skills – PSDM with an ability to respond quickly and communicate effective remedial plans if need be.