Contact Center Team Lead

IN-HOUSE TEAM LEAD

Job Mandate

Primarily responsible for managing a team of 10-15 Customer Service Officers that may be responsible for providing customer services through incoming calls, emails, personal messages in social media or fax messages. Monitors performance, provides coaching, mentoring, and motivation to team members. Oversees the achievement of team goals and ensures quality customer service is provided consistently.

The Team Lead works with the In-house Services Manager in overseeing operational efficiency and manpower development of the group including but not limited to managing work volume and appropriate manpower management. He coaches and motivates the Customer Service Officers to drive continuous improvement of work/ call handling. Recommends procedures to improved efficiency and quality of customer service.

KEY RESPONSIBILITIES

1. Directly manage CSO/ESO/OCO by monitoring and reviewing their performance, preparing, analyzing data and trends, identifying and resolving issues and concerns, guiding and managing process improvement initiatives, and planning and implementing action plans to guide the team goals and objectives.
2. Lead, coach, mentor, and develop the CSO/ESO/OCO as they provide services and support to customers
3. Take escalated call or emails, and answer CSO/ESO/OCO questions, provide guidance thru difficult calls or interaction with customers, diffuse difficult situations with customers, and handles issues that cannot be solved at the CSO/ESO/ OCO level.
4. Accomplish the Contact's Center performance standards by modeling the highest level of professionalism, communicating job expectations, planning, monitoring, appraising and reviewing job contributions, and enforcing policies and procedures.
5. Take on other tasks or projects to support the team, other managers, and the Contact Center operations

KEY QUALIFICATIONS

Bachelor's degree

With solid 3 years Customer Service experience in the field of banking or financial account

Adept to techniques and tools, Contact Center Management, and Microsoft Applications

With strong People Management, work and time management, oral and written communication skills

Excellent Problem Solving, Negotiation, and Decision-making skills