BankBazaar.com - Senior Manager/AVP - Customer Service

Senior Manager/AVP - Customer Service

Role & Responsibilities :

- Strategize and implement continues process improvements which results in Quality and cost efficiency

- Understand people motivation and create positive environment that promotes higher motivation

- Manages performance and behavior of CRO's through effective meetings, coaching, and mentorship.

- Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

- Managing 100% compliance, process adherence and Team Targets

- Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.

- Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.

- Strategize workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.

- Manages schedules, monitors adherence, time-off planning, and attendance

- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

Skills required :

- Must have Progressive experience in managing a Customer service division / setup (at least 200 Plus) in Domestic Phone Banking or Banking Telesales

- Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment

- Ability to maintain composure in critical situations and communicate clearly with the stakeholders

- Demonstrates ability to analyze data, using the data to drive decision making

- Fosters a positive team environment and collaboration within the Site

- Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers

- Demonstrates effective, clear and professional written and oral communication

- Strong prioritization and time management skills, with a high degree of flexibility

- Ability to embrace constant change with flexibility and good grace

- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.