Service Improvement Assistant Manager (Inbound Call Centre) – JAK100283
- Ensure Consistency of Quality Service at Inbound Call Centre
- Proficiency in Access, VB, SQL, PHP & HTML
- Reports to Head of Service.
ANZ is accelerating the growth of its business in Asia. ANZ realizes that our greatest asset is our people. That is why we are creating a unique climate of inspiration, leadership, values and great opportunities that will enable the best in market to thrive as part of our diverse team.
The ideal candidate will ensure overall service quality to cardholders, including timely and accurate reporting for management decision making, guaranteeing the reliability and effectiveness of internal control system and of systems utilized by service. Your responsibilities will include managing the call centre system ensuring its round-the clock accessibility, liaising with vendors and IT department and exploring opportunities to improve current system performance. You will monitor the performance of service systems and ensure that the Business Continuity Plan (BCP) for the call centre is in place and fully functional.
Your responsibility also extends to you supervising the MIS team to ensure timely and accurate reporting, vital for management decision making. You are expected to take the initiative for implementing and managing process improvement with the service departments with minimal risk exposure in line with ANZ’s policies and procedures.
We seek a self-starter with a minimum 5 years experience in managing an inbound call centre for either banking or credit card product, of which 2 years were spent in a managerial capacity leading a team responsible for managing projects improvements that involved multi departments and external IT vendors. You are an excellent communicator possessing effective communication skills in English and Bahasa with an understanding of general concepts of call centre management, including knowledge in call centre routing systems (Avaya, Genesys), IVR, PABX, Intranet management and applications.
You are also expected to be computer literate and proficient in various programming languages, such as Access, Visual Basic, SQL, PHP and HTML. Sound conceptual, analytical and problem solving skills with the ability to work independently sets you apart from your peers. Though not a pre-requisite, a tertiary qualification from a reputable University with min GPA = 3 along with strong financial and analytical skills consolidates your application for this post.
This is an opportunity to undertake a role with development opportunities. With our global head office in Melbourne you will have exceptional opportunity for professional development with a broad range of career paths.
Due to regulatory requirements, this role is only open to Indonesian nationals.
Closing date: May 19th, 2009