Job Responsibilities:

  • Manage the seamless and continuous operations of Customer Contact Center (CCC)
  • Supervise multiple customer touchpoints such as hotline, emails, social media, and live chat
  • Manage the handling of referred cases from Senior Management and regulatory bodies
  • Monitor consistently the performance of CCC Operations personnel and ensure that quality standards are met
  • Handle escalated issues and concerns until resolved
  • Provide inputs in improving the customer service processes and systems

Requirements:

  • Bachelor’s Degree holder
  • At least 3 years of contact center experience preferably in financial institutions/ banking industry
  • Minimum of 2 years of experience handling supervisory/leadership role
  • Proficient in call center tools, systems and processes
  • Strong organizational and communication skills
  • Adaptable, willing to learn and thrive in a fast-paced environment

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