JOB DESCRIPTION
What you'll be doing
- Manage and oversee the operations of the financial program, including staffing, training, and performance management
- Develop and implement operational strategies to improve productivity, efficiency, and customer satisfaction
- Monitor and analyze key performance indicators to identify areas for improvement
- Collaborate with cross-functional teams to resolve customer issues and address client needs
- Ensure compliance with relevant regulations and internal policies
- Provide coaching and mentorship to team members to support their professional development
- Participate in the planning and implementation of process improvements and new initiatives
QUALIFICATIONS
What we're looking for
- Minimum of 3-5 years of experience in a similar operations management role, preferably in the call centre or customer service industry
- Strong leadership and people management skills, with the ability to motivate and inspire a team
- Excellent problem-solving and decision-making abilities, with a focus on continuous improvement
- Proficient in data analysis and performance reporting
- Thorough understanding of call centre operations, including staffing, scheduling, and quality assurance
- Familiarity with financial services regulations and compliance requirements
- Excellent communication and interpersonal skills, both written and verbal
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