• Manages, trains, and counsels call center employees and assesses their performance to ensure staff under supervision have ownership in provision of rightful information to customers, maintain customer information secrecy and security, and integrity.
• Maintains call center equipment, develop preventive maintenance programs, and call for repairs.
• Improvement codes of conducts and various policies of call center, process improvement and quality assurance, complete system audits and analysis, and review such documents constantly.
• Segregates marketing tasks to call center team members to cross-sell products/service to customers through telephone, facsimile, other means.
• Meets call center financial objectives by estimating requirements, preparing annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.
• Explores innovative initiatives to formulate strategies and policies to improve and achieve overall responses to customers as defined by CE department or the Bank. Manages call center’s team leaders; maintains reports and data on information provision, reactions, or requests made by the customers; and seek solution from supervisory authorities where necessary.
• Maintains professional and technical skills by detection of emerging trends in call center operations, management, attending relevant workshops, reviewing professional articles, establish personal networking and societies, benchmarking state-of-the-art practice.
• Prepares call center performance report by collecting, analyzing, and summarizing data and trends and submit it to head of Card & E Banking department.