Job Details
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Job Description
- Supervises/manages activities and performance of the Account Advisors
- Handles Account Advisors needed for on-job training and coaching Monitors transactions to ensure that QA standards are met
- Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
- Manages difficult calls by acting as the first line of escalation
- Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
- Adheres to all schedules (Advisors/operations / Monitoring)
- Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
- Monitors incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distribution
- Coordinates daily with the WorkForce to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets
- Logs and acts on the client’s requests
- Communicates to WorkForce any changes to schedules or WorkForce levels on needed schedule changes
- Ensures that end-user privacy policies are properly implemented
- Performs other related duties
Job Requirements
- Operational Knowledge
- Commercial awareness.
- Numerical skills.
- Excellent analytical and interpersonal skills.
- Excellent verbal and written communication skills.
- Service-oriented with a focus on achieving goals (qualitative & quantitative).
- Understanding of CRM (and other related software)
- Understanding of client’s business
- Knowledge of policies & procedures
- Knowledge of current performance metrics
- 5-7 years of related work experience, Banking background is a must.
