Team Leader | Banking and Financial Account | Clark
Core
Manage a team of customer service agents to improve Customer Experience metrics (Resolution and CSAT) through coaching, auditing, and continuous improvement activities.
Role type
Team Leader in Banking and Financial Services BPO
Builds
Customer service operations for banking and financial clients
Domain
Banking and Financial Services / Business Process Outsourcing (BPO)
Required skills
Team performance management, behavioral coaching, compliance auditing, data analysis, stakeholder reporting, employee retention strategies
Preferred skills
Product improvement ideation, employee engagement planning, conflict resolution
Technologies
MS Office
Responsibilities
Coach team members on performance and compliance, conduct weekly audits and call reviews, present team performance reports to clients, address attendance and attrition issues, drive employee engagement activities
Seniority
Mid-level, hands-on IC
