Team Leader (CS)

Qualifications:

• 1 to 2 Years of contact center experince in banking industry
• Min 2 years of work experience in banking operations and Team Handling UK/US
• Bachelors degree/ College Graduate/Undergraduate
• Exposure to UK / US Banking industry.

Essential Skills:

• Sound Knowledge about banking domain and understanding of the process and bucket flows
• Experience in collections team management and familiar with the data and reports pertaining to collections
• Understanding of banking terminologies guidelines and laws.
• Excellent oral and written communication and listening skills
• Customer centric
• Attention to details
• Computer Savy - MS office & Internet
• Handles contacts with our customers in a polite and friendly way instilling customer confidence
• Willingness to work in shifts
• Must possess good verbal and written communication skills
• Courteous with strong customer service orientation
• Dependable with proficient attention to detail
• Must be goal oriented
• Possess insight into self and others.

• Responsibilities:

  • Strong experience BPO Operations and Managing SLA KPIs and project deliverables
  • Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.
  • Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues
  • Works with management and team members to proactively identify manage and escalate risks which may impact the business.
  • Monitors interactions to ensure that team members are giving accurate information and following approved practices.
  • Coaches and develops a positive and productive work environment and builds relationships with business partners.
  • Utilizes reporting for business metrics to guide team member coaching and performance management.
  • Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
  • Ensures capabilities and knowledge of team members keeps pace with customer expectations.
  • Assists and makes employment decisions and sets performance standards; trains and coaches staff writes and conducts performance evaluations.
  • May perform budgetary analysis reports or special project work as requested by business partners and senior management.
  • Delivers what is promised in line with customer expectations
  • Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
  • Must possess procedure driven judgment in order to find the best solution to an issue.
  • Excelling in a fast-paced collaborative environment that requires accuracy multitasking and effective communication.
  • Should take escalation calls as needed/required.