Team Leaders — Financial Services
Salary undisclosed
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Qualifications
- A degree or equivalent work experience in management or training in team management is a plus
- Work experience as a team leader or supervisor in a customer service program is a must
- Experience supporting business customers and knowledge of phone, email, or live chat processes are advantages
- In-depth knowledge of performance metrics
- Good technical skills—able to comfortably navigate through smartphone and desktop applications
- Experienced in using MS Office applications, especially Excel
- Excellent in written and spoken English
- Organizational and time management skills
- Problem-solving and decision-making skills
- Able to adjust to critical situations with appropriate solutions
- Effectively provide support to program customers
- Serve as the main liaison between the client and the team
- Take the role of primary Quality Assurance Analyst in some cases by:
- Handling agent performance assessments;
- Sharing feedback with agents;
- Attending calibration meetings; and
- Coordinating with internal QA teams
- Communicate program, process, and product updates with team members
- Monitor team schedule adherence
- Coordinate with the Workforce team for coverage needs
- Identify training needs and opportunities by:
- Conducting coaching sessions and meetings;
- Providing feedback and performance improvement plans; and
- Recognizing high performance and reward accomplishments
- Foster a culture of open communication and encouraging teamwork
- Help maintain workplace culture by taking the lead in displaying adherence to company procedures and policies
- Accomplish other tasks as needed by the program