Manager, Contact Centre

  • Company:
    Morgan Stanley Pvt Ltd
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    1 day ago
  • Category:

Company Profile Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm’s employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries. As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career – a place for people to learn, achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture. Department Overview The Workplace Solutions Group manages and services employee stock benefit plans for over 300 corporate clients and 1.5 MM plan participants in over 150 countries. Position Summary The ideal candidate will take a proactive approach to identify problems, issues and opportunities while driving a customer-oriented team toward delivering a superior participant service experience. The Manager is flexible to work a variety of shifts as required by business needs, which could be scheduled between 8am 8pm MT, Monday to Friday. Responsibilities – Providing operational and leadership support to participant experience agents regarding day-to-day tasks and responsibilities; participating in escalation calls and responding to complex emails – Handling inbound and outbound calls to stock option and share purchase plan participants focused on transactions – Monitoring operational requests to ensure they are being actioned in a timely manner – Coordinating tasks such as Help emails and call outs – Actively participating in phone and email queue monitoring to ensure Service Level Agreements (SLAs) are met – Liaising with workforce manager, to ensure scheduling requirements are met – Updating procedural and process-related documents as well as staying informed on other departmental updates in order to notify the team of anything relevant – Participate actively in the WSG Quality Program, including direct engagement/coaching support for new agent onboarding and existing agent development – Provide operational expertise and insights to help drive an exceptional agent and participant experience Qualifications Qualifications – Degree or diploma in Finance, Accounting, Business or similar area of focus is preferred – Contact centre experience, with proven people leadership, coaching and mentoring skills preferred – Fluency in oral/written English is a requirement; fluency in other languages would be an asset – Working knowledge of contact centre tools (InContact, Teleopti, Zendesk, Live Engage) considered an asset – Previous experience in financial service or equity compensation would be considered an asset – Proven ability to communicate effectively with a diverse range of personalities and roles, both internally and externally – Demonstrated proficiency with technology and technical concepts, including but not limited to the Microsoft office suite, including Intermediate level Excel – Strong analytical, attention-to-detail, and problem-solving skills – Ability to thrive in a fast-paced and evolving environment which includes ongoing learning and training opportunities While we thank all applicants for their interest in a career with Shareworks, please note that only those individuals selected for an interview will be contacted