SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.
In the Americas, SMBC Group has a presence in the US, Canada, Ireland, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.
* This is a hybrid role, requiring the successful candidate to attend our Tralee office.
Role Description
We are seeking a highly motivated and experienced Call Center Lead to transform and elevate an existing support team into a high-performing call center operation. The ideal candidate will have a proven track record of building call center capabilities within existing teams, including redesigning processes, implementing technology platforms, and coaching staff to deliver exceptional customer experiences. This role requires strategic vision, operational expertise, and strong leadership skills to create a scalable, efficient, and customer-focused environment without significant new hiring.
* Employees participate in a hybrid workforce model, combining remote work with in-office presence.
* Candidates must live within a reasonable commuting distance of their designated office location.
Role Objectives: Delivery
Call Center Uplift & Strategy
* Develop and execute a comprehensive plan to transition the current support team into a fully functional call center, including technology upgrades, workflow redesign, and performance standards.
* Define KPIs, SLAs, and quality metrics to ensure exceptional customer experience.
* Partner with IT and vendors to implement telephony systems, ServiceNow, and workforce management tools.
* Act as the Call Center Leader's key support, stepping in when needed to maintain seamless operations.
Team Leadership & Development
* Inspire and coach existing team members to adapt to new call center processes and expectations.
* Identify skill gaps and deliver targeted training programs to upskill staff.
* Conduct monthly 1-to-1 meetings to set and monitor SMART objectives.
* Facilitate engaging team huddles to share updates, address challenges, and build team cohesion.
Scheduling & Coverage
* Design and implement optimal shift schedules to ensure consistent coverage across all operating hours.
* Monitor call volumes and adjust staffing plans to meet service level agreements (SLAs).
* Knowledge Management & Training
* Build and maintain a robust knowledge base for agents.
* Drive ongoing training initiatives to keep the team current with new tools, systems, and customer service best practices.
Knowledge Management & Training
* Build and maintain a robust knowledge base for agents.
* Drive ongoing training initiatives to keep the team current with new tools, systems, and customer service best practices.
Process Improvement
* Identify and implement improvements to call center processes, tools, and workflows.
* Analyze performance metrics and customer feedback to enhance service delivery and satisfaction.
Stakeholder Engagement
* Act as a liaison between the helpdesk team and other departments to ensure alignment and effective communication.
* Provide regular updates and reports to senior management on helpdesk performance and initiatives.
Role Objectives: Expertise
* Demonstrate expertise in call center transformation, including technology deployment, process design, and workforce development.
* Understand business needs and customer expectations to identify areas for improvement.
* Stay informed on industry trends and emerging technologies to enhance operations.
* Collaborate with IT and system administrators to ensure optimal configuration and resource management.
Qualifications and Skills
* Proven experience uplifting existing teams into a call center environment.
* Strong understanding of workforce management and scheduling strategies.
* Excellent leadership, coaching, and interpersonal skills.
* Experience with ServiceNow for case management and workflow automation.
* Knowledge and/or experience with Vonage CCaaS or similar contact center platforms.
* Ability to thrive in a fast-paced environment with occasional hybrid flexibility.
* Strong analytical and problem-solving skills.
* Familiarity with knowledge management and training development.
* Certification in workforce management or ITIL (preferred).
* Experience working with cross-functional teams.
SMBC's employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process.
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know