Job Description
Job Description
• Operational Management
• 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.
Customer Service Excellence
• 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.
Resolve escalated customer issues promptly and professionally.
• Maintain high standards of compliance with banking policies and regulatory requirements.
Team Leadership
• Recruit, train, and coach call center staff.
• Conduct performance evaluations and provide feedback for c...