Supervise and manage call center teams handling Treasury and Auto Loan inquiries.
Monitor call volumes, response times, and service quality to meet KPIs.
Implement workflow improvements to enhance efficiency and customer satisfaction.
Ensure agents provide accurate information on Treasury products (e.g., deposits, investments, cash management) and Auto Loan services (applications, payments, refinancing).
Resolve escalated customer issues promptly and professionally.
Maintain high standards of compliance with banking policies and regulatory requirements.
Recruit, train, and coach call center staff.
Conduct performance evaluations and provide feedback for continuous improvement.
Foster a culture of accountability, collaboration, and customer focus.
Develop and execute strategies to improve call center performance.
Collaborate with Treasury and Auto Loan departmen...