TL Banking
Core
Supervise a group of call center associates to ensure performance metrics and customer service KPIs are achieved.
Role type
Team Leader, Operations (Call Center)
Builds
Customer service operations and team performance
Domain
Banking / Financial Services / Call Center Operations
Required skills
Team supervision, performance coaching, corrective action management, KPI tracking, escalated call handling, policy implementation, team meeting facilitation, performance appraisal
Preferred skills
Associate's degree in related field, 2-4 years relevant experience, ability to work under pressure, flexible schedule availability
Technologies
None stated
Responsibilities
Supervise daily activities of call center associates, coach direct reports on performance, identify and address performance issues, ensure contractual KPIs are met, handle escalated customer calls, conduct team meetings, manage employment status and performance appraisals
Seniority
Manager, supervises non-exempt employees