Understand and implement plan of customer care services time to time.
Have knowledge and ability to operate Omni Channel Contact Center
Ensuring all relevant reports are updated and recorded;
Being knowledgeable about risks in digital banking transactions and complying with security regulations of the Bank
Liaising with supervisors, team leaders, operators and third parties to gather information and resolve issues;
Enhance QA/QC monitoring to improve quality, minimize errors and track operative performance;
Carrying out need assessment, performance review
Setting and meeting performance targets (KPI)
Coach, train and develop team members to effectively align team capabilities with current and future needs
Coordinating staff recruitment, including need assessment, requirement, and interview
Reviewing the performance of staff, identifying training needs and planning training sessions;
Have ability to conduct training for staffs on professional knowledge and soft skills
Orchestrate and drive the successful and timely completion of technology projects to achieve the business goals, including the identification and resolution of risks and issues, which impact service quality and customer experience.
Undertake other tasks assigned by Customer Care Manager