Call Centre Team Team Leader
Core
Lead a team of customer service professionals in a fast-paced call centre environment to deliver retirement fund administration and member support services across the full member journey.
Role type
Senior IC Call Centre Team Leader
Builds
Member support services including onboarding, contributions, preservation, benefit payments, claims, and ongoing servicing
Domain
Financial Services / Retirement Funds
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operational management, People leadership, Service excellence, Quality assurance, Stakeholder management, Process improvement, Data analysis, Conflict resolution
Preferred skills
Experience in call centre environments, Knowledge of retirement fund industry processes, Experience with workflow systems
Technologies
AI-enabled tools, Digital solutions, Workflow systems
Responsibilities
Monitor real-time operational performance and manage workloads, queues, and escalations; Lead, coach, and develop a high-performing customer service team; Ensure adherence to company policies and regulatory requirements; Identify opportunities to automate manual processes and implement AI tools
Seniority
Senior, hands-on IC
