Manager-Phone Banking Unit

Job description

1. ROLE PURPOSE & OBJECTIVE - Will be responsible for ensuring smooth operations of the Phone banking channel - Responsible for supervision of the customer service provided at the particular regional call center - Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions - Ensuring SLA's and KPI's are met and where possible exceeded. Ensuring Customer experience is of the highest standard at all times - Managing new projects, Identifying and specifying development and improvement of new system - Reduction of repeat calls & Improve First Call Resolutions - Work Force Management, Call Volume Forecasting, and Resource management and staff development programs - Actively looking for process enhancements and quality improvements resulting in best in class response resolution and closure times - Providing regular reports to the senior management team relating to departmental performance statistics against standards to determine and improve the level of customer service provided by the organization to our customers - Implementation of best practice and support management through continuous assessment, communicating process and product recommendations to relevant departments - Partner with product and marketing team members to maintain training materials for existing and upcoming products. Help update teaching aids and reference materials including training manuals, reference material, visual aids, scripts etc. - Conduct ongoing, training sessions to instruct staff on how to adequately address problems over the phone or how to write correspondence. Support new hire orientation for new employees - Conduct regular on-site Individual call listening, monitoring, and coaching, as required - Provide feedback on status of training and staff comprehension, overall performance of external team.