Head | Call Center | BFS |8|15 yrs|
Responsibilities:
- Manage the call center operations for our B2B and B2C products
- Leading a team size of 15+ call center agents and supervisors
- Handling Inbound and/or Outbound functions within the call center, email queries and other daily operations including reporting and MIS pertaining to your clients
- Manage Client and Investor Escalations - work with relevant units - internal and external to resolve issues raised and ensure quality delivered across Call center services
- Reviewing the performance of your Team, Call center agents, identifying training needs and planning
- Manage the call center operations for our B2B and B2C products
- Leading a team size of 15+ call center agents and supervisors
- Handling Inbound and/or Outbound functions within the call center, email queries and other daily operations including reporting and MIS pertaining to your clients
- Manage Client and Investor Escalations - work with relevant units - internal and external to resolve issues raised and ensure quality delivered across Call center services
- Reviewing the performance of your Team, Call center agents, identifying training needs and planning