Call Centre Assistant Manager at Hello Group

We are seeking an experienced Call Centre Assistant Manager/Team Leader with a minimum of 4+ years in Call Centre management to lead our team in delivering secure and exceptional customer service in the financial services industry. The role involves managing a team of 100 Customer Service Consultants, ensuring operational efficiency, meeting performance targets, and maintaining compliance with regulatory standards. This is position requires a strategic thinker with a strong background in team leadership, process optimization, and compliance in a financial services environment or similar.

Duties and Responsibilities    
Team Management: 

• Training of Customer Service Consultants to maintain a high-performing team. 
• Provide hands-on leadership by coaching, motivating, and supporting consultants to deliver top-tier customer service. 
• Conduct regular performance reviews, give constructive feedback, and create development plans to elevate team members’ skills and performance. 
• Dealing with Employee related issues and with Disciplinary procedures. 

Operations Management: 

• Oversee all daily Call Centre team, including managing inbound and outbound call flow, scheduling, and real-time performance monitoring to ensure KPIs are met. 
• Develop, implement, and continuously improve the customer experience. 
• Address and resolve escalated customer issues and complaints promptly and professionally. 

Quality Assurance: 

• Establish and monitor key performance indicators (KPIs) to ensure high service standards. 
• Implement robust quality assurance processes, including call monitoring, feedback sessions, and regular customer satisfaction assessments. 
• Ensure compliance with industry regulations, security standards, and company policies to maintain customer trust and data integrity. 

Analysis and Reporting: 

• Produce weekly and monthly reports for management, with actionable insights and recommendations for continuous improvement. 

Training and Development: 

• Enhance product knowledge, customer service skills, and compliance awareness within the team. 
• Foster a positive, collaborative work environment that encourages continuous learning, aligns with company values, and promotes employee growth. 

Special Tasks and Projects: 

• Lead or support outbound campaigns and special projects. 

Minimum Requirements    

• Minimum 4+ years of experience in a Call Centre management/team leader role
• Proven track record of managing a large Call Centre team
• Proven ability to lead, develop, and inspire a team in a high-pressure, customer focused environment. 
• Strong knowledge of Call Centre technology, including CRM systems. 
• Proven Microsoft Suite and Excel Skills. 
• Excellent communication, problem-solving, and conflict-resolution skills. 
• Ability to analyse data, identify trends, and make informed decisions.