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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Supervise and manage call center teams handling Treasury and Auto Loan inquiries.
- Monitor call volumes, response times, and service quality to meet KPIs.
- Implement workflow improvements to enhance efficiency and customer satisfaction.
- Ensure agents provide accurate information on Treasury products (e.g., deposits, investments, cash management) and Auto Loan services (applications, payments, refinancing).
- Resolve escalated customer issues promptly and professionally.
- Maintain high standards of compliance with banking policies and regulatory requirements.
- Recruit, train, and coach call center staff.
- Conduct performance evaluations and provide feedback for continuous improvement.
- Foster a culture of accountability, collaboration, and customer focus.
- Develop and execute strategies to improve call center performance.
- Collaborate with Treasury and Auto Loan departmen...