Job Responsibilities:

  • Manage customer service system-related projects
  • Supervise essential support services to contact center such as workforce management and conduct of regular training
  • Ensure that all customer service-related process workflows, SOPs, and guidelines are regularly updated and cascaded well to all Customer Service Operations (CS Ops) personnel
  • Serve as the point-of-contact of other Business Units, Product/System Owners whenever there are new campaigns and promotions to ensure the readiness of CS Ops frontliners in handling related queries/concerns from clients
  • Review CS Ops related reports prior submission to CS Ops Head and other related stakeholders
  • 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 in project management specifically related to contact center operations
  • Strong organizational and communication skills
  • Highly analytical and has a keen eye for detail
  • Adaptable, willing to learn and thrive in a fast-paced environment

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