Senior Call Center Manager

Who are we looking for?

We are looking for a skilled Call Center Manager to guide, mentor and manage team of Supervisors. Responsible for overseeing/leading all aspects of the largescale organizational migration effort, to include change management, strategic communications, end user training, and stakeholder management.

Process/Functional Skills:

• Domain Knowledge: Should possess knowledge of Treasury Management or Cash Management.
• Team Leadership: Lead, motivate, mentor and manage a team of Call Center supervisors, and adherence to company policies and procedures.
• Client Interfacing: Liaising with clients, providing status updates and addressing questions related to the work. Handle escalation from customers and provide effective resolutions.
• Performance Management: Drive and contribute to process improvements by identifying problems, driving discussion and evaluating alternatives.
• Collaboration: Oversees collaborate with different Teams to ensure seamless cross-functional communication including effective Hand-Offs to Back Office teams.
• Data Analysis: Oversees formatting and submission of Call Center data, including call volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
• Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
• Documentation and Reporting: Ensuring timeliness and accuracy of all records, reports, and documentation of Call Center activities, including performance metrics and agent evaluations.
• Compliance: Ensure compliance with industry regulations, company policies, and data security standards.

Behavioral Skills:

• Communication: Excellent written and verbal communication
• Leadership: ability to coordinate, motivate and provide guidance to the teams.
• Multi-Tasking: Ability to work in a fast-paced environment and handle pressure.
• Risk Management: Proactively identifying issues and risks, examining alternatives, and pursuing the optimal course of actions to minimise adverse impact and maximise project success.
• Analytical problem solving: The ability to identify and address potential issues, keep up with technology, and improve software quality.
• Time management: The ability to prioritize tasks and meet delivery deadlines.
• Presentation: should possess excellent presentation skills. Should be able to provide status update on PPT.

Qualification and Eligibility:

• High school diploma or equivalent.
• At least 3-5 years of working as a manager/leader in a Call Center within a bank, preferably in the Treasury Management LOB.

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person