Assistant VP, Customer Service (Inbound), Contact Center

Job Responsibilities:

• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.

• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.

• Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.

• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs

• Conducts monitoring and coaching sessions

• Provides on-the-job training and mentoring.

• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.

• Monitors and documents team members’ performance results.

• Develops and motivates the assigned team members

• Ensures that all team members have the necessary tools and information to excel in customer service.

• Identifies team and individual training needs and develops plans for immediate and long-term performance improvements.

Job Requirements:

• A university degree holder in any discipline with minimum 5 years’ of relevant work experience of proven supervisory and team management experience, preferably in a financial customer service environment or call centre.

• A strong customer service mindset with good communication and problem solving skills.

• Knowledge of banking and/or credit cards products and services.

• Resourceful and able to make decisions to resolve various issues.

• Possess strong interpersonal and leadership skills to effectively motivate and lead the team.

• Ability to perform 3 rotating shifts, including night shift, weekends and public holidays.

• Proficient in Microsoft Office applications.