Call Centre Team Leader
Core
Lead a team of agents to meet sales and customer service targets, blending cross-selling with relationship nurturing.
Role type
Senior IC call centre team leader (sales & service)
Builds
Banking products and services for clients
Domain
Financial services / Banking
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, cost management, customer complaint resolution, product knowledge, sales target achievement, campaign performance optimization, stakeholder management, regulatory compliance, call quality monitoring, talent development
Preferred skills
None stated
Technologies
None stated
Responsibilities
Drive growth and profitability while managing costs; deliver exceptional service through proactive solutions; manage escalated customer and staff complaints; maintain expert knowledge of products and pricing; drive campaign performance; contact prospective clients to sell banking products; ensure service productivity and adherence to call protocols; analyze calls to improve customer experience; report on call centre activities; plan and manage team performance, skills development, and culture.
Seniority
Senior, hands-on IC
