Sr . Manager / AVP - Customer Service

Job Description :

Strategize and implement continues process improvements which results in Quality and cost efficiency
Understand people motivation and create positive environment that promotes higher motivation Built
Manages performance and behavior of CRO s through effective meetings, coaching, and mentorship.
Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
Managing 100% compliance, process adherence and Team Targets
Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
Strategize workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
Manages schedules, monitors adherence, time-off planning, and attendance
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

Skills
Must have Progressive experience in managing a Customer service division / setup (at least 200 Plus) in Domestic Banking or Insurance sales
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
Ability to maintain composure in critical situations and communicate clearly with the stakeholders
Demonstrates ability to analyze data, using the data to drive decision making
Fosters a positive team environment and collaboration within the Site
Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers
Demonstrates effective, clear and professional written and oral communication
Strong prioritization and time management skills, with a high degree of flexibility
Ability to embrace constant change with flexibility and good grace
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.