SME Operations

Role & responsibilities

• Groom new hires & provide floor support to enhance customer experience
• Real Time support to advisors and monitor performance
• Identify root cause issues and recommend solutions.
• Effectively monitor and evaluate performance.
• Provide appropriate Coaching, evaluation feedback to Advisors.
• Handle voice calls and chat within their skill set.
• Perform transaction monitoring evaluations.
• Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets
• Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction.

Preferred candidate profile

• Excellent written & verbal communication skills
• Strong customer service aptitude
• Strong Excel & Analytical skills shall be an added advantage.
• flexible, sensitive and open minded when dealing with customers.
• Expertise & proficiency in Banking products preferably credit cards
• Experience handling voice and chat transaction.
• Knowledge of Quality metrics & guidelines
• Experience in coaching individuals via observation, feedback, mentoring and task demonstration
• Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members.
• Conduct audits of processes and transactions to identify areas for improvement.
• Implement process improvements to optimize efficiency and customer satisfaction.