Customer Operation Lead (MJ000554)
Atome
Date: 3 weeks ago
City: Mandaluyong City
Contract type: Full time
Job Responsibilities
- Work closely with Managers to ensure daily operation metrics are met
- Assist with agents’ enquiries and handle escalations
- Oversee the team performance and ensure KPIs are met
- Conduct regular coaching with agents
- Prepare performance reports and ad-hoc reports when required
- Plan and manage the resources to ensure shift coverage
- Identify, propose and implement business improvement opportunities in existing processes
- Ability to perform shift duties
- Other ad-hoc tasks
- Diploma holder with at least 2 years related experience of team management and coaching
- Must possess strong banking/financial background
- Strong communication and interpersonal skills
- Able to multi task and work under pressure
- Ability to adapt to a fast paced environment
- Willing to work on rotational shift including weekends and public holidays
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