Team Lead for Customer Service Financial
Team Lead for Customer Service Financial
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Start Date: August 18
Work Setup: 100% Onsite (BGC Taguig)
Requirements:
- Minimum experience of 4 years with customer service in the BPO/BPM industry
- Bachelors degree in any course or equivalent experience
- A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
- Willingness to work in rotational shifts
- Amenable to work in shifting schedules.
- Amenable to work ONSITE (TAGUIG).
- Able to start ASAP
Responsibilities:
- Effectively manage teams including tasks such as resource planning career planning performance management attrition management etc.
- Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
- Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
- Regularly formulate and execute internal and external governance
- Effectively handle client escalations and formulate actions to resolve any concerns
- Work with the operations managers to obtain necessary resources like training and support for the teams requirements
- Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
- Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
- Familiarize the team with the latest process update and changes team and individual targets
- Identify process improvement ideas mentor team members on implementing improvement ideas/Six sigma/lean projects
Employment Type
Full Time
