Customer Support Manager

At BluBank, we are seeking talented, dynamic, and enthusiastic individuals for the position of Call Center Manager to join our friendly and professional team. If you’re looking for a workplace where you can grow and continuously learn, this opportunity is for you!

Responsibilities:

• Direct and manage all operations of the contact center to deliver a flawless, high-quality customer experience.
• Lead, motivate, and mentor supervisors and call center agents to achieve performance excellence.
• Develop workforce plans, organize shift schedules, and allocate resources to meet fluctuating customer demand.
• Conduct regular performance evaluations, provide feedback, and implement coaching or improvement programs.
• Foster a positive, customer-oriented culture within the team.
• Monitor live and recorded calls to ensure quality and adherence to guidelines.
• Identify service gaps and develop strategies to enhance customer satisfaction.
• Design, implement, and maintain customer service standards and operating procedures.
• Ensure compliance with service-level agreements (SLAs).
• Set, track, and achieve call center goals and performance targets (e.g., response time, call quality, sales conversions).
• Collaborate with Sales, Marketing, and Technical Support to streamline customer interactions.
• Handle escalated customer complaints with professionalism and empathy.
• Continuously improve processes to boost efficiency and reduce operational costs.
• Prepare and deliver daily, weekly, and monthly reports on performance metrics.
• Analyze KPIs to identify trends, issues, and opportunities for improvement.
• Present insights and recommendations to senior management for data-driven decisions.
• Research and implement new tools, technologies, and automation systems.
• Design and run training, upskilling, and incentive programs to enhance employee engagement.
• Lead process improvement initiatives focused on innovation and continuous enhancement.

Qualifications:

• Bachelor’s degree in Business Administration, Management, Marketing, Human Resources, or related field.
• At least 5 years of progressive experience in call center or customer service management.
• Demonstrated success in performance management, KPI reporting, and process optimization.
• Experience in multi-channel environments (voice, email, chat, social media) is an asset.
• Strong organizational and time management skills in high-volume environments.
• Proven leadership experience managing large, cross-functional teams.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong analytical and decision-making abilities with attention to operational details.
• Proficiency with CRM systems, call center management software, and data analytics tools.
• Strategic thinker with the ability to balance long-term vision and day-to-day operations.

Benefits:

• Flexible working hours
• Training courses and professional development opportunities
• Military service project (Limited)
• Supplemental health insurance
• Team-building budget
• Performance-based bonuses
• Loans
• Lunch subsidies