Avp – Affluent Segment Lead – Contact Center

Workforcity

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Customer service leadership
Performance management
Quality standards
** The AVP – Affluent Segment Lead – Contact Center at Workforcity is a leadership position focused on managing a customer service team to ensure high-quality client experiences and meet organizational performance metrics. The role emphasizes performance management, team development, and innovation in customer service processes while requiring strong communication and project management skills. **

Job Summary

  • The AVP – Affluent Segment Lead – Contact Center is responsible for providing full leadership and direction to a Customer Service team, ensuring quality standards and productivity expectations are met.
  • Key responsibilities include managing performance indicators, resolving complex issues, handling escalated client complaints, and driving organizational change through innovation and process improvement.
  • The role requires developing leaders and employees, recommending new work procedures, and high adaptability in GenAI enablement initiatives.

Matching Summary

Match Score: 75

** The AVP – Affluent Segment Lead – Contact Center at Workforcity is a leadership position focused on managing a customer service team to ensure high-quality client experiences and meet organizational performance metrics. The role emphasizes performance management, team development, and innovation in customer service processes while requiring strong communication and project management skills. **

Skills & Requirements

Must-have

  • Customer Service Leadership
  • Performance Management
  • Quality Standards
  • Productivity Expectations
  • Issue Resolution
  • Organizational Change

Nice-to-have

  • Client Experience Focus
  • Innovation and Process Improvement
  • Employee Development
  • Succession Planning
  • Risk Assessment
  • Ethical Judgment

Key Requirements

  • 5-8 years of relevant experience
  • Intermediate to senior level people management experience
  • Call Center management experience
  • Proficient knowledge of basic bank products
  • Proficient project management skills
  • Effective communication and presentation skills
  • Influencing and relationship management skills
  • English and Mandarin language proficiency
  • Bachelor's/University degree or equivalent experience

Work Rights

Not specified

Tailored Resume

Cover Letter