Customer Service Team Lead

Team Lead Previous Experience:Managing team of up to 15 resourcesMinimum of 3 Years Experience with Call Center Management. Prefer with a financial background4 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