Assistant General Manager (AGM) - Contact Centre

Job Description

We are looking for a highly motivated and experienced Assistant General Manager (AGM) for our Contact Centre with a focus on Customer Service. The ideal candidate will possess extensive experience in customer service management within a contact centre environment, demonstrating exceptional leadership skills and a commitment to delivering outstanding customer experiences. The AGM will be responsible for managing daily operations, leading a team of customer service representatives, Team Leaders and developing strategies to enhance service quality and efficiency. Key Responsibilities: 1. Team Leadership: Lead, mentor, and develop a team of customer service representatives to achieve high levels of performance and engagement. Conduct regular performance evaluations, provide feedback, and implement training programs to enhance team skills and knowledge. Foster a positive and collaborative work environment that encourages teamwork and accountability 2. Customer Service Strategy Development: Develop and implement customer service strategies that align with company goals and enhance customer satisfaction, analyse customer feedback and service metrics to identify areas for improvement and implement corrective actions. Collaborate with other departments to ensure a seamless customer experience across all touchpoints 3. Operational Oversight: Oversee daily operations of the contact centre, ensuring adherence to service level agreements (SLAs) and operational policies. Monitor key performance indicators (KPIs) such as call handling times, resolution rates, and customer satisfaction scores, implementing strategies to improve performance. Manage resource allocation effectively to ensure optimal staffing levels and efficient operations. 4. Customer Relationship Management: Ensure the delivery of exceptional customer service by implementing best practices in customer engagement and support. Address escalated customer issues promptly and effectively, ensuring resolution and customer satisfaction. Build strong relationships with key clients and stakeholders to understand their needs and expectations. 5. Reporting Analysis: Prepare regular reports on customer service performance, team productivity, and customer feedback for senior management. Utilize data analytics to drive decision-making and improve service strategies. 6. Compliance Quality Assurance: Ensure compliance with industry regulations and company policies related to customer service. Implement quality assurance measures to maintain high service standards and continuous improvement. Essential Qualifications and Skills:- Proven track record of improving customer satisfaction metrics and achieving service excellence Strong understanding of customer service principles, practices, and technologies (e.g., CRM systems). Strong analytical skills with the ability to interpret data and make informed decisions In-depth knowledge of mortgage lending regulations, industry best practices, and market trends. Excellent communication, negotiation, and relationship-building skills, with the ability to collaborate effectively with internal and external stakeholders. Proficiency in using sales CRM systems, Microsoft Office applications, and other relevant tools. Bachelor's degree in business administration, finance, or a related field preferred; additional certifications in sales management or mortgage lending are a plus. Show more Show less