Customer Service Team Lead

The HIRD- USA

Phoenix, AZ

Team Lead

Previous Experience:

Managing team of up to 15 resources
Minimum of 3 Years Experience with Call Center Management. Prefer with a financial background
4 Years of banking operations experience in Customer service operations
Team mentoring & coaching individual associates who may fall below desired performance
Handle 1st level escalations on process issues that cannot be resolved by agents
Monitoring and ensuring closure of daily/weekly and monthly deliverables
Managing SLA, KPIs, Daily Reporting, Agent's leave planning
Maintain a strong knowledge of products and services for customers that we are servicing
Auditing random calls/cases to improve quality, minimizing errors and track operative performance
Continuously contribute towards process improvement
Typing Speed >25 WPM with Knowledge of Keyboard shortcuts
• Good knowledge of MS Office
• High energy level
• Willingness to work in shifts based on discussions
• Team Player
• Demonstrate strong work ethics by maintaining confidentiality of information.
• Knowledge of banking processes & regulations

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Vacancy posted 20 minutes ago

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