The Senior Manager, Contact Center Premium Banking, will be responsible for overseeing the entire contact center operations, ensuring exceptional client service and a positive brand image. This role requires strong leadership and the ability to manage a diverse team, as well as collaborate with various stakeholders to drive business growth and maintain high standards of conduct.
- Lead and manage a team of contact center professionals, providing guidance and support to ensure high performance and motivation.
- Develop and implement strategies to enhance the customer journey, focusing on premium banking clients.
- Monitor and analyze contact center performance, identifying areas for improvement and implementing necessary changes.
- Collaborate with stakeholders, including business units and technology teams, to align contact center operations with business goals.
- Ensure compliance with regulatory requirements and maintain a culture of ethical conduct within the contact center.
- Handle complex customer inquiries and escalations, providing timely and accurate resolutions.
- Stay updated on industry trends and best practices, and implement innovative solutions to enhance the contact center's efficiency.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Develop and maintain strong relationships with key stakeholders to drive business objectives.
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum 8 years of experience in a contact center environment, with at least 3 years in a managerial role.
- Proven track record of leading and developing high-performing teams.
- Excellent communication and interpersonal skills, with the ability to build strong relationships.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Knowledge of regulatory requirements and compliance standards in the banking industry.
- Experience in process improvement and implementing efficient contact center strategies.
- Proficiency in using CRM systems and other relevant software tools.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Strong leadership skills and a customer-centric mindset.
