About this opportunity
The HIRD- USA lists this Customer Service Team Lead opportunity in phoenix, Arizona. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Team Lead
The following information provides an overview of the skills, qualities, and qualifications needed for this role.
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 xxzpjkt
• 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
Worksite address
phoenix, AZ, 85003, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.