Team Leader | Financial Account | Clark
Core
Manage a customer service team to improve Customer Experience metrics (Resolution and CSAT) through coaching, auditing, and action planning.
Role type
Team Leader (Customer Service/BPO)
Builds
Customer service operations for banking and financial clients
Domain
Banking and Financial Services
Required skills
Team performance management, behavioral coaching, data analysis, attendance management, employee retention strategies, client presentation
Preferred skills
Banking and financial background, MS Office proficiency, proactive relationship building, analytical skills, verbal and written communication
Technologies
MS Office
Responsibilities
Coach team members on performance and compliance, conduct weekly audits and call reviews, present team performance to clients, manage attendance and attrition issues, drive employee engagement activities
Seniority
Mid-level, hands-on IC