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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 functions 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 Work Force 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 client’s requests
- Communicate to Work Force any changes to schedules or Work Force levels on needed schedule changes
- Ensures that end-user privacy policies are properly implemented
- Ensures that team members adhere to RCC policies
- Adhere to the monitoring plan which is shared by the quality team and perform all suggested actions on time in accordance with the plan.
- Conduct process improvement opportunities on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value-added to clients.
- Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.
- Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
Job Requirements
- Bachelor's Degree (Preferably in Banking or Business Administration).
- Proficient in English.
- Analytical Skill.
- Decision Maker.
- 2-3 years experience in the Call Center industry.
- Banking experience or Financial Service experience is a must.
