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.
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.