Customer Support Team Manager

Get To Know The Role

Reporting into the Head of Contact Services/Customer Support, the Contact Support Team Manager is responsible for developing, shaping and executing the digital banking customer servicing strategy, as well as responsible for the smooth operation of the bank’s contact support team, where customer support executives interact with the bank’s customers across different touch points. The mission of the team is to deliver excellent customer support journeys throughout the customer lifecycle focusing on quality, customer satisfaction and efficiency.

The Day-to-day

• Lead, coach, motivate and develop a team of high performing and highly engaged CE executives to ensure the delivery of superior customer experience throughout the customers’ journey across all channels (Live chat, voice, email, social etc.)
• Full accountability for the leadership, coaching, performance and absence management of CS executives
• Manage various employee-related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances, and under performance in compliance with local disciplinary procedures and authority levels
• Able to understand business intelligence data and be able to translate into individual team performance plans
• Manage and resolve escalated customer concerns and complaints using appropriate business judgement, making considered decisions that protect and enhance Digibank’s values, reputation and business
• Good understanding of the bank’s contact support channel strategies, servicing technologies, and process improvement initiatives to deliver effective support to CS executives
• Consistently coach to reinforce GX Bank values, structuring challenging conversations effectively and making coaching conversations part of the CS team culture
  
  

The Must Haves

• 3-5 years’ experience in a Contact Centre/Customer Service in financial institutions, payments, cards, banks, e-wallets, acquirers
• At least 2 years’ experience in managing a team through coaching, mentoring, developing and motivating others
• Strong problem solving and decision-making skills, ability to constructively handle unexpected problems, with desire to do things better, to identify and set and strive for stretching goals.
• Bachelor’s degree in a related field
• Solid knowledge and understanding of technology and software, which includes CRM systems and contact centre software, processes and operations
• Must be proficient in the language(s) required by the process
• Open to working flexible shifting schedules
• Must be flexible, customer centric and can thrive in a team environment seeking feedback and open to development
• Takes pride in delivering what is promised in line with the customer and service expectations
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
• Can use own initiative with the ability to focus on the important details to deliver a high-quality professional service
• Ability to work in a high-volume, communicate results to management and in a fast-paced environment is required
• Proficiency in using Microsoft products such as Excel, PowerPoint, Word; and Google Suite