Lead, Customer Care
We are currently looking for a Lead, Contact Centre to join the Bank. You will be responsible for managing the customer care centre and reviewing the process to improve the customer service.
Responsibilities
- Manage the Customer Care Centre which is the most important customer touchpoint of Mox, which provides 24hr service via Audio, Video Call and Text Chat.
- Support the launch of new products and features, work closely with the Product and Customer Team to ensure seamless customer support.
- Advocate customer voice, and focus on continuously improving the process and setting new standards to provide best in class service.
- Maintain staffing plans, schedules; identify and develop talents, create and maintain a healthy organization structure with proper delegation among the team managers.
- Creates and automate the MIs and reports; leverage on the data to make sound and quality decisions; execute the solutions and continuously review and improve.
Requirements
- Bachelor’s degree or higher from an accredited university.
- 8+ years of experience in Contact Centre in any sizable financial institutions.
- Proven track record of managing teams of 30+.
- Knowledge in retail banking products an advantage.
- Basic literacy in Mac OS and enterprise cloud communication tools.
- Be open to diverse culture and new ways of working, people-oriented.
- Responsive and stay attentive even after office hours.