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Call Centre Service Manager
2 months ago
We are seeking a highly skilled Call Centre Service Manager to join our team at EBR, a leading financial services company in the home lending space.
The successful candidate will be responsible for delivering exceptional customer experiences with every interaction, ensuring our customers receive outstanding service and support.
Key Responsibilities:- Team Leadership: Manage and motivate a team of lending specialists to achieve exceptional customer service standards.
- Service Delivery: Oversee the day-to-day operations of the call centre, ensuring seamless service delivery and high-quality customer interactions.
- Coaching and Development: Provide coaching and guidance to team members to enhance their skills and knowledge, ensuring they are equipped to handle complex customer queries.
- Stakeholder Management: Liaise with internal and external stakeholders to resolve issues and improve processes, ensuring seamless communication and collaboration.
- Reporting and Analysis: Provide regular reports and insights to stakeholders, highlighting key performance indicators and areas for improvement.
- Education: Bachelor's degree in marketing, business, or communications.
- Experience: At least 5 years' experience in telemarketing or an outbound call centre environment, with a proven track record of leading a team of lending specialists.
- Skills: Exceptional interpersonal, customer service, problem-solving, verbal, and written communication skills. Strong leadership and conflict resolution skills, with the ability to work under intense pressure and multitask.
- Technology: Proficient in necessary technology, including AWS Connect.
