Supervisor, Customer Care Center, Digital Banking
Skills
CoachingCustomer ServiceEasily AdaptableInternet BankingKey Performance IndicatorsMachineryPerformance Management
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience coaching and developing customer service teams
- Strong customer service and escalation handling skills
- Ability to manage performance against KPIs
- Knowledge of digital banking or internet banking
- Excellent verbal and written communication skills
- Ability to use office technology and machinery
- Comfort working in a fast-paced environment
- Flexibility to take on situational duties as needed
Nice to have
- Adaptable
- Customer-oriented
- Results-driven
- Innovative
- Thoughtful
- Collaborative
- Inclusive
Day to day
- Lead and coach a team of 15–17 Customer Care Advocates with a strong focus on daily performance, engagement, and development.
- Serve as the primary escalation point for complex customer issues and ensure prompt, professional resolution.
- Monitor KPIs closely and provide real-time feedback, support, and performance management to maintain high service standards.