Director callcenter operations1/7/2024 Manages the call center to reflect industry best practices and strives to achieve industry certifications such as Call Center of Excellence or others to validate the standard of performance. Directs the day to day operations of the call center ensuring service and quality metrics are at minimum met but preferably exceeded.Ensure the highest standard of customer care is delivered and maintained in all aspects of the Customer Service function including (but not limited to): inbound and outbound call management, complaints, appeals and grievances processes, etc.We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law. We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. The above statements are intended to describe the general nature and level of work being performed. Strong communication, leadership, presentation, and interpersonal skillsĪdvanced technical knowledge in functional area (call center operations), including applicable legal, regulatory and accounting issues preferredįlexibility and willingness to work extra hours when neededĮxcellent customer service and problem resolution skillsīachelor's degree (preferred but not required) Managerial/ Supervisory expertise and overall knowledge of bank systems, policies, and proceduresĮnglish mandatory (Business Level Japanese a plus- verbal and written) preferred but not required Participate in disaster/ business recovery planning and exercises to ensure team readiness. Responsible for interviewing candidates, hiring, writing and delivering annual performance evaluations, salary changes, promotions, and terminations as necessary.Įnsure teams take appropriate actions to mitigate Bank risk and operating losses.Įnsure procedures and workflows are up to date and adhered to by team. Implement customer service improvement ideas to enhance the customer experience.Īdhere to regulatory, Bank and departmental policies and procedures.įind opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency.īecome an authority in the development of business requirements to support new systems, enhancements, or new product implementation.Įnhance employee competency and effectiveness through training, coaching, and development plans.ĭevelop annual salary/promotion plan for teams in conjunction with budget process. Respond to escalated customer service issues, inquiries, and complaints.Įnsure service levels and operational goals are met by adhering to schedules, monitoring interactions, and coaching staff. This role is eligible for a $10,000 sign-on bonus for offers accepted by !Ĭommunicate with clients and business partners to exchange information and process transaction requests. You will manage up to 4 exempt employees directly and up to 50 non-exempt employees indirectly. Customer interactions and transactions will range from moderate to complex in nature. You will supervise exempt and non-exempt employees responsible for supporting multiple business divisions. We're seeking a Call Center Operations Manager I to provide accurate, efficient, and customer-focused service. A member of our recruitment team will discuss the options with you in more detail. There are flexible work from home options available. Join MUFG, where being inspired is expected and making a meaningful impact is rewarded. This means investing in talent, technologies, and tools that empower you to own your career. With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world. Across the globe, we’re 180,000 colleagues, striving to make a difference for every client, organization, and community we serve. Do you want your voice heard and your actions to count?ĭiscover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world.
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