Qualifications:
- Bachelor's degree or equivalent experience in a Contact Center or Business related field
- Contact Center Management and BFSI understanding (preferred)
- C1 Efset result
- Strong ability to multitask
Fluent in Speaking/Writing in English
- At least 2years of management experience in Contact Center
Responsibilities
- Establish and maintain business standards for accuracy, productivity and reliability
- Manage the daily functions of the business
- Prepare annual performance review and reevaluate processes
- Ensure regulatory, compliance and legal rules are followed
- Manage budget to align with goals of business
Customer and Account Management
- Serve as the primary point of contact for clients, managing and nurturing long-term relationships to ensure client satisfaction and retention
- Address and resolve client issues by coordinating with internal teams such as product development and customer support to ensure timely solutions
- Maintain and update client records, contract information, and account performance metrics, regularly reporting progress to internal and external stakeholders
Operational Responsibilities
- Lead and coordinate operational activities related to client accounts, ensuring the successful delivery of products or services according to client requirements and timelines
- Collaborate with cross-functional teams to align operational processes with client expectations and company objectives
- Monitor key performance indicators (KPIs) related to account performance and operational efficiency, identifying areas for improvement
- Manage team members involved in account operations, delegating tasks and ensuring adherence to company policies and standards
Financial Management and Oversight
- Oversee budgeting processes for client accounts, including preparing, monitoring, and adjusting budgets to align with organizational goals and client agreements
- Ensure compliance with financial regulations and accounting standards within account-related financial activities.
- Prepare and present financial reports and forecasts to leadership and clients to support decision-making and strategic planning
Additional Responsibilities
- Facilitate audits by preparing necessary documentation and liaising with auditors to ensure smooth audit processes
- Implement process improvements and automation tools to enhance operational efficiency and reduce errors in financial and operational workflows
