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Strong brand, metro location, and a common mid-level operations title drive high competition.
Medium because contact-center operations skills transfer across industries but product knowledge in financial services is beneficial.
Medium because role demands specific contact-center leadership skills but lists no explicit years requirement.
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Lead and manage a contact center team to ensure effective daily resolution of advisor and client queries, maintaining service level adherence.
Coach and mentor phone agents on policies, procedures, system knowledge, and customer service skills through direct interactions and regular meetings.
Conduct quality reviews, monitor calls, share feedback, and contribute to customer service process improvements and related projects.
Bachelor's degree or equivalent mandatory; Master's degree preferred but not mandatory.
Experience in managing or leading contact center or customer service teams implied but not explicitly quantified.
Work Experience Required: Not explicitly mentioned in the JD
Office presence required at least three days per week with flexibility for remote work on two days.
Experienced in operational leadership within a client-centric, relationship-based financial services environment.
Capable of managing performance through coaching, mentoring, and quality assurance processes.
Comfortable working in a hybrid in-office/remote setup, leading business-driven initiatives and collaborating cross-functionally.