Operations Manager
hace 6 días
Duties/Responsibilities:
- Establish and maintain a customer first service culture.
- Coach, train and develop a team of Supervisors and operational leads.
- Ensure compliance with guidelines, regulatory requirements, policies, and procedures.
- Optimize workflows and contact handling procedures, to improve the efficiency and productivity standards of frontline support teams.
- Analyze Customer Support KPIs, to ensure SLA standards for interaction and case handling are met.
- Support with recruitment, interviewing, onboarding and training of personnel to maintain high customer service standards.
- Involved in strategic discussions with internal Axos team.
- Created WBR, MBR, QBR decks and facilitates meetings with Axos.
- Supports rollout and execution of company directives, initiatives and process updates.
- Attends weekly meetings: calibration sessions, weekly strategy meeting, WBR.
- Facilitates internal meetings to maximize execution (weekly huddles).
Required Skills/Abilities:
- Excellent communication skills.
- Advanced coaching and leadership abilities.
- Proficient Microsoft Office Suite or related software.
- Bilingual with exceptional English language and writing skills.
- Ability to manage escalated situations superior problem solving and negotiation skills
- Maintain customer and team member confidentiality good interpersonal and active listening skills
- Organizational skills, attention to detail and strong ability to multitask are essential
Education and Experience:
- Bachelor's degree required.
- 13 year banking experience required
- 5+ years call center leadership experience.
Tipo de puesto:
Tiempo completo
Salario:
$1.00 - $2.00 al mes
Experiência:
- operations manager: 3 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo:
Empleo presencial
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