Customer Service Team Leaders — Financial management firm

Job title: Customer Service Team Leaders — Financial management firm

Company:


Job description: Qualifications A degree or equivalent work experience in management or training in team leading is a plus With experience providing support in the AU/NZ markets Work experience as a team leader or supervisor In-depth knowledge of performance metrics Good technical skills-able to comfortably navigate through smartphone and desktop applications Experience in using MS Office applications, especially Excel Excellent written and spoken English communication skills A team player, empathic and diplomatic with effective conflict resolution skills but equally competent working independently if needed Experience handling both voice and non-voice customer support programs Organizational, decision-making skills and have a time- management skills Problem-solving and decision-making skills Responsibilities Once hired, Team Leaders for our financial management program are tasked to accomplish these responsibilities: Team Management Tasks Conduct reviews to discuss progress, wins and challenges, goals, and team building activities Identify trends across the team and individual analysts from QA scores and productivity stats Assess current project processes to recommend improvements and adjustments Conduct group meetings with the agents to go over feedback, quality, and coaching strategies Provide feedback and action plans to meet program goals Provide weekly coaching sessions with team members Communicate any immediate issues with the team Address disciplinary and performance-based opportunities Disseminate all new updates and company or project policies to the team Ensure low performers are provided coaching logs and performance improvement plans as necessary Provide floor support/coaching Develop creative ways to motivate team and drive performance Collaborate with the Training & Development team to provide re-training Provide recommendations for training procedures Program-Specific Tasks Be the main point of contact for team’s daily operational activities Check queue volume for the day; analyze and understand volume trends and where the agents need to be placed in order to meet SLA Monitor communication with the client for any updates or changes Reconcile agent hours in client time tracking; confirm information accuracy and adjust accordingly to ensure correct billing hours and productivity count Coordinate with other teams to prepare and send out daily reports Attend client meetings to discuss feedback and case examples Help develop meeting agenda for weekly team meetings Conduct official quality checks if needed Resolve cases/tickets/calls/escalations as needed by the client Perform other tasks as required by the client and the company Show more Show less

Expected salary:

Location: Philippines

Job date: Fri, 14 Feb 2025 23:33:22 GMT

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