Call Centre Assistant Manager (Inbound Call Process) – JAK100281
Job Description
- Ensure Consistency of Quality Service at Inbound Call Centre.
- Focus on Inbound Call Centre Service and Support.
- Reports to Head of Service.
ANZ is accelerating the growth of its business in Asia. ANZ realises 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 Call Centre Assistant Manager will be responsible for ensuring consistency in the service level and quality of the inbound call centre. Your key responsibility will be to manage the 24-hour ANZ inbound call centre, ensuring all inbound calls are accounted for, as per agreed service levels, without compromising on the quality of service provided to customers.
An emphasis on continuous improvement of service will have you monitoring inbound calls and tracking improvements, liaising with the Quality Assurance Department to conduct mystery calls and developing and implementing strategies, in adherence to ANZ policies and procedures with the sole aim of improving the quality and efficiency of inbound call service. Additionally, you will manage the Training and Recruitment process of the Inbound Call Centre Officers while striving to improve the process to produce the desired results.
Qualifications
You will have a minimum 5 years of experience working with an inbound call process in the banking/credit cards division, out of which 2 years were spent in a managerial capacity leading a team of dedicated call centre Officers. As such, you are expected to have a sound understanding of relevant call centre products and policies with good interpersonal and excellent English language and negotiation skills. Also essential is the experience of managing projects expansion for a call centre with an in-depth understanding of call centre system and applications.
Though not mandatory, a Bachelors Degree in any of the following streams – Economics/Commerce/Accounting/Management along with knowledge of computers and strong numeracy and analytical skills, if possessed, will strengthen 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 15th, 2009