Customer Service Team Lead

Job Description

Team Lead

Previous Experience:

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