BPO Associate Director

• Manages a staff of professional-level team members or manages a team through lower-level supervisors.
• Works within general policies and management guidance, independently determining approach to managing daily operations.
• Provides guidance and technical advice, becoming actively involved as necessary.
• Provides leadership of assigned departments through subordinate leaders.
• Analyzes budget variances and participates in the development of action plans.
• Ensures the highest level of support, technical detail and communications is provided in an efficient and courteous manner to clients.
• Takes lead position in initiating client relationships, determining project scope, developing the final proposal, and making executive presentations.

Should have inbound call center experience Customer Service, Banking & Retail industry experience an advantage

• Ability to develop comprehensive and complex operational and strategic plans.

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• 3-5 years experience in the financial industry
• 3-5 years experience in Dispute/Chargebacks Handling preferred.
• Strong Customer Focus/Orientation
• Professional written and verbal communication skills
• Strong Active listening and negotiation skills
• Detail-oriented and ability to multi-task
• Strong organizational and time management skills
• Strong Decision-making skills and able to exercise sound judgment.
• Highly motivated with ability to work independently in a fast-paced environment.
• Flexible, reliable, conscientious, and able to follow directions.
• Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams.
• Previous experience with TS2 and TCS applications is an asset.