Head of Call Centre (Banking) – Limassol

Full Time
  • Post Date: June 12, 2017
  • 8318
  • Career Level Executive
  • Experience 3 Years
  • Industry Banking
  • Qualification Bachelor Degree
Job Description

Advance Career Ltd, on behalf of our client an international bank seeks to recruit a Head of Call Centre;

Responsibilities:
Manages, supervises, and coordinates the activities of the call center specialists in providing telephone client related services;
Planning and supervising changes and managing the daily operations of the call centre by administering scheduling systems and shift patterns;
Determines call center operational strategies by developing client interaction and voice responses, designing user interfaces; planning and controlling implementations;
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing process improvement and quality assurance programs;
Prepares call center performance reports by collecting, analysing and summarizing data and trends;
Handles complex client complaints and enquiries;
Accomplishes call center human resource objectives by recruiting, selecting, training, assigning, coaching, and disciplining employees; communicating job expectations; monitoring, appraising, and reviewing job contributions; enforcing policies and procedures;
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; initiating corrective actions;
Liaises with supervisors, team leaders, IT, Back Office and third parties to gather information, establish specifications and resolve issues;
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; improves existing Telebanking and IVR systems and integrates new services into them.

Qualifications:
Degree in Business Studies, Management or in a related field;
Experience of 3 years’ in managing Call Centres in the banking sector and/or financial institutions;
Strong communication and analytical skills;
Strong interpersonal skills with the ability to communicate with advisors and colleagues at all levels;
Results oriented and problem-solver;
Fluent English and Greek;

Benefits:
An attractive remuneration package will be offered to the successful person.