Assistant Manager - Customer Experience - Credit Cards Vertical

Key highlights of the role:

This position would include the mentioned set of responsibilities but not limited to:

- Designing and delivering training programs for contact center agents.

- Preparing reports and analyzing data to assist management as they determine contact center goals.

- Evaluation Agent Performance and provide feedback to improve agent skills. Provide learning / coaching and taking corrective action, if necessary.

- Observing the daily operations of contact center employees, identify operational issues and identifying / suggesting possible areas of improvement.

- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

- Working with other supervisors and management team members to support agents and maximize customer satisfaction.

- Preparing procedures and policies regarding sales techniques and appropriate agent conduct with contact center objectives, performance standards and policies.

- Scheduling and conducting training sessions on various call center topics to prepare and support new employees.

- Training experienced employees on new or updated call center procedures to improve their performance.

- Liaising with team leaders and managers to conduct on-the-job coaching.