*duties/responsibilities*:- establish and maintain a customer first service culture.- coach, train and develop a team of supervisors and operational leads.- ensure compliance with guidelines, regulatory requirements, policies, and procedures.- optimize workflows and contact handling procedures, to improve the efficiency and productivity standards of frontline support teams.- analyze customer support kpis, to ensure sla standards for interaction and case handling are met.- support with recruitment, interviewing, onboarding and training of personnel to maintain high customer service standards.- involved in strategic discussions with internal axos team.- created wbr, mbr, qbr decks and facilitates meetings with axos.- supports rollout and execution of company directives, initiatives and process updates.- attends weekly meetings: calibration sessions, weekly strategy meeting, wbr.- facilitates internal meetings to maximize execution (weekly huddles).
*required skills/abilities*:- excellent communication skills.- advanced coaching and leadership abilities.- proficient microsoft office suite or related software.- bi-lingual with exceptional english language and writing skills.- ability to manage escalated situations - superior problem solving and negotiation skills- maintain customer and team member confidentiality - good interpersonal and active listening skills- organizational skills, attention to detail and strong ability to multitask are essential*education and experience*:- bachelor's degree required.- 1-3 year banking experience required- 5+ years call center leadership experience.tipo de puesto: tiempo completosalario: $1.00 - $2.00 al mesexperiência:- operations manager: 3 años (obligatorio)idioma:- inglés (obligatorio)lugar de trabajo: empleo presencial