Assistant Manager - Contact Center

The Bank’s Contact Center Assistant Manager will lead a team delivering high-quality customer service across telephone, email, and live chat, manage day-to-day call-center operations, and oversee training for staff. Responsibilities include forecasting staffing needs, delegating tasks, ensuring adequate staffing, partnering with Management to implement new digital products, supervising escalation handling, maintaining knowledge of bank products and services, ensuring compliance with internal policies and regulations, supporting online onboarding and troubleshooting, and driving cross-sell opportunities through campaigns. The role requires strong leadership, process improvement, data analysis, and adherence to privacy and data security requirements.