Call Centre Assistant Manager at ANZ Indonesia



ANZ is accelerating the growth of its business in Asia. Our solid foundation for significant growth and investment has been built over more than 39 years since ANZ opened its first office in Asia. We recognize our greatest asset is our people. That is why we are creating a unique climate of inspiration, leadership and great opportunities that will enable the best in market to thrive as part of our diverse team.

Job location : Jakarta

Closing date : November 30, -0001

Job code : JAK 100281

Major Responsibilities

The Call Centre Assistant Manager will be responsible for ensuring consistency in the service level and quality of the inbound call centre. Your key responsibility will be to manage the 24-hour ANZ inbound call centre, ensuring all inbound calls are accounted for, as per agreed service levels, without compromising on the quality of service provided to customers.

An emphasis on continuous improvement of service will have you monitoring inbound calls and tracking improvements, liaising with the Quality Assurance Department to conduct mystery calls and developing and implementing strategies, in adherence to ANZ policies and procedures with the sole aim of improving the quality and efficiency of inbound call service. Additionally, you will manage the Training and Recruitment process of the Inbound Call Centre Officers while striving to improve the process to produce the desired results.

Mandatory Skills
You will have a minimum 5 years of experience working with an inbound call process in the banking/credit cards division, out of which 2 years were spent in a managerial capacity leading a team of dedicated call centre Officers. As such, you are expected to have a sound understanding of relevant call centre products and policies with good interpersonal and excellent English language and negotiation skills. Also essential is the experience of managing projects expansion for a call centre with an in-depth understanding of call centre system and applications.



Though not mandatory, a Bachelors Degree in any of the following streams Economics/Commerce/Accounting/Management along with knowledge of computers and strong numeracy and analytical skills, if possessed, will strengthen your application for this post.



This is an opportunity to undertake a role with development opportunities. With our global head office in Melbourne you will have exceptional opportunity for professional development with a broad range of career paths.

This is an opportunity to undertake a role with development opportunities. With our global head office in Melbourne you will have exceptional opportunity for professional development with a broad range of career paths.

Due to regulatory requirements, this role is only open to Indonesian Nationals.

"Valuing everyone between A aNd Z"

Please apply at www.anz.com/indonesia, with quoting job code


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