Assistant Manager, Contact Center

Key Responsibilities

Work closely with Digital Project team to provide requirements on Contact Center digitalization/ execute testing/ understand new products/processes

Set up and handle customer complaint managements to ensure the customer satisfaction

Manage day-to-day business issues in Contact Center and liaise with customers where appropriate to ensure customer issues are properly resolved and customer satisfaction.

Ensure all operation tasks of Contact Center such as training and coaching for all agents, enhancing employee engagement, ensuring call service and system running smoothly

Planning and arranging resources for every working shift to meet the requirements of customers and the KPI

Preparing reports for upper management levels

Identifying and analyzing customers needs to give tailored solutions

Discovering customer's financial needs to have a suitable recommendation

Generate customer loyalty through strong knowledge of key products and services.

Supporting new joiners as mentor/buddy/trainer.

Adapt to changing in system/service and keep all team members informed of changes in policies, procedures, and product update as well as customer campaigns.

Undertake call-sampling check and call quality coaching of support center agents.

Work with relevant stakeholders for Contact Center related issues

Perform all administrative job and follow up action required related to pending cases

Job Specification

Degree in Banking/Finance/Business

Approximately 2-3 years of relevant experiences with Contact Center and team management

Experience in managing Training QA, handling complaint is required to be successful in this role.

Technical/Functional skills

- User Acceptance Testing

- High competence in understanding and meeting customer's needs

- Identifying and analysing customers needs to give tailored solutions

Personal skills (Soft Competencies [Core/Leadership])

A careful and hard working person displays patience and empathy.

A highly organized and hard-working individual.

Open mind and easily to connect with colleagues

A knowledge expert to teach/mentor others.