What are the responsibilities and job description for the Customer Service Team Lead position at The HIRD- USA?
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