Customer Care Operations Manager

☞ Swissquote

View: 131

Update day: 08-04-2024

Location: Dübendorf Zürich ZH

Category: IT - Software

Industry: Banking

Position: Mid-Senior level

Job type: Full-time

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Job content

Description De L’entreprise

Willkommen in der faszinierenden Welt von Swissquote! Hier kannst DU Dein Interesse am Börsengeschehen und Deine Leidenschaft für Finanzmärkte voll ausleben. Als die führende Online-Bank der Schweiz bieten wir innovative Lösungen für unsere Kunden und eine einzigartige Chance für Dich, in das Retail- und Institutionellem Businessbereich der Bank und wirst u.a. Einblicke in der Kundenakquise, Kundenbetreuung, Kundensupport und Business Risk Management erhalten. Nach einer umfassenden Einarbeitung wirst Du Teil eines freundlichen und professionellen Teams im Herzen von Zürich.

Description Du Poste

As a Customer Care Operations manager in the function of a Senior Officer, you ensure the service level and quality management, analyze and monitor the processes, review the resource planning, create statistics and report to team leader, vice director and director.

With several years of experience in customer service and/or telemarketing, you recognize potential, organize coaching and training in order to bring the customer service to the next level.

Responsibilities

Service Level Management :
  • Monitoring the service level of our different phone lines
  • Analyzing key figures of the daily operations (average call duration, admin times, etc.)
  • Monitoring the issue/ticket backlog
Quality Management/ Coaching & Training
  • Training management (planning, organization, coaching)
  • Conversation and correspondence analysis (calls, messages, emails, chat, social media)
  • Objection/ complaints handling, telemarketing training.
Statistic’s And Reporting
  • Weekly and monthly statistics of client contacts (phone, issues, chats, e-mails)
  • Complaints management reporting
  • Reports to team leader, vice director and director
Shift Leader
  • review the resource planning of the teams months, work schedule, holiday and break time planning)
  • Support and advises the team leaders
Qualifications

Skills:
  • You have experience in banking/finance or telecommunication
  • You have an analytical mind and you know how to analyze different trends
  • You have excellent organizational skills
  • You have a previous experience in people management and conflict resolutions
  • Languages: Fluent in German & English, French and Italian are a plus
Informations supplémentaires

SQ2
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Deadline: 23-05-2024

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