Team Leaders — Financial Services

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

RESPONSIBILITIES

• 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