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Customer Service Team Lead

L4

hird usaPhoenix, AZ27 days ago

Occupations

First-Line Supervisors of Office and Administrative Support WorkersCustomer Service RepresentativesFirst-Line Supervisors of Personal Service Workers

Industries

Telemarketing Bureaus and Other Contact CentersCommercial BankingSavings Institutions and Other Depository Credit Intermediation
Team LeadPrevious Experience: Managing team of up to 15 resourcesMinimum of 3 Years Experience with Call Center Management. Prefer with a financial background 4 Years of banking operations experience in Customer service operationsTeam mentoring & coaching individual associates who may fall below desired performanceHandle 1st level escalations on process issues that cannot be resolved by agentsMonitoring and ensuring closure of daily/weekly and monthly deliverablesManaging SLA, KPIs, Daily Reporting, Agent's leave planningMaintain a strong knowledge of products and services for customers that we are servicingAuditing random calls/cases to improve quality, minimizing errors and track operative performanceContinuously contribute towards process improvementTyping 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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Level

MidL4

Location

Phoenix, AZ

Occupation

First-Line Supervisors of Office and Administrative Support Workers

Industry

Telemarketing Bureaus and Other Contact Centers

Posted

27 days ago

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