istant Vice President - Call Centre

Responsibilities:

• Able to collaborate and coordinate with various departments for resolution.
• Ensure regular training, supervising, guiding, and motivating their staff members to provide excellent services to customers.
• Implement new customer service metrics and reporting systems.
• Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information.
• Monitor call center performance metrics and develop and implement strategies to improve customer service.
• Strict adherence to process turnaround times and adhere to commitments made to the client.

Required skills to be successful:

• Highly motivated with an ability to handle work pressure and to meet tight deadlines.
• Excellent communication and interpersonal skills with high customer service orientation.
• Excellent time management and organization skills.
• Excellent telephone etiquette.
• Excellent problem-solving abilities.
• Excellent data analytical skills.