To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
Delivery of team service level components, quality and productivity targets & indicators.
People Management, including all HR related issues, as well as staff development.
Operational Management: Managing the floor, adherence to schedule.
Ownership and problem resolution.
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Recommendations for product and process development based on customer feedback and analysis of the same.
Conducting performance appraisal for the team.
Compiling reports on team's performance and customer feedback.
Communication and being a focal point of dissemination of information from management to team and vice versa.
Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
Offers solutions and suggestions for process and product improvement to management.
Communication and being a focal point of dissemination of information from management to team and vice versa.
Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
Offers solutions and suggestions for process and product improvement to management.
Qualifications
At least 1 year of Team Leader experience is required
Preferably with Collections background but not required
Must have Customer Service background
Has strong verbal and written communication and comprehension skills
Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
