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
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
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.