This range is provided by HCLTech. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Uses and displays in depth knowledge of the financial services industry and provides a technical reference point for the team and other departments
* Identify areas of risk within the department and liaise with management to offer and implement appropriate resolutions.
* Ensure the team meets regulatory, legislative and company standards.
* Supervise the team's inbound call queues and outbound call queue by effective workflow management, whilst also achieving agreed Service Level Agreements and implementing agreed changes.
* Ensure through robust capacity planning that suitably trained team members are in place at all times and are allocated to deal with anticipated volumes.
* Deal with manager call back requests in a timely fashion.
* Maximise productivity and utilization, whilst also meeting agreed quality standards.
* Day to day management of the performance of individuals within the call centre.
* Set team/individual objectives and follow up with 121s and bi-annual appraisals.
* Provide effective training and support to colleagues with regard to development and changing practices.
* Ensure cross training to eliminate key dependency.
* Produce and analyse weekly and monthly MI.
* Understand root causes of complaints and breaches through investigation and provide feedback to individuals or the team.
Control
* Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales.
* Comply with all HCLIBS policies and procedures.
* Comply with HCLIBS Management Standards.
Reporting to:
Accountability:
* Daily oversight inbound call queue and outbound work queues.
* Delivery and maintenance of robust capacity plans.
* Performance management of team.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Finance and Customer Service
* Industries: Telecommunications
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