AVP, Service Manager
Banking
AVP,ServiceManagerContactCentreGlobalMktsEquities
“AVP, Service Manager - Contact Centre - Global Mkts Equities at AVP, Service Manager. Skills: Customer service, Contact centre operations. Oversee day-to-day contact centre operations. Plan and optimise workforce allocation”
Industry & Context.
Problem-solving; Analytical skills; Critical thinking
What They're Looking For.
Must Have
5 years of customer service experience, Degree or diploma in any field
Nice to Have
Experience in leading a team of staff in contact centre
What You'll Do.
Oversee day-to-day contact centre operations
Plan and optimise workforce allocation
workload distribution
and capacity planning
Serve as the first point of escalation
Ensure all customer requests are resolved within SLAs
Monitor real-time contact volumes
Identify and escalate complex issues
Track and report SLA performance
Analyse customer feedback and operational data
Lead and support initiatives to enhance service quality
Recommend and implement process improvements
Support quality assurance activities
Provide day-to-day guidance
Foster a high-performance
customer-focused team culture
Monitor individual and team performance
Support onboarding and training of new team members
Manage and respond to customer enquiries
Provide accurate information on products and services
Maintain complete and accurate records
Support frontline operations during peak periods
Work closely with internal teams
Support implementation of new products
Collaborate with cross-functional stakeholders
Maintain up-to-date knowledge of trading platforms
Ensure consistent knowledge standards
Participate in training and knowledge-sharing initiatives
Prepare and review reports
Ensure adherence to internal policies
Maintain accurate documentation
How You'll Work.
Team & Collaboration
Cross-functional stakeholders; Internal teams
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