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
• 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

Previous experience with TS2 and TCS applications is an asset