Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Team Leader must determine long range goals and objectives to meet business operation expectations. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.
He must coordinate and cooperate with the senior management and his Senior Team Leader. He must facilitate in the evaluation and implementation of company policies and procedures.
Key Accountabilities :
Effectively and efficiently manage the day-to-day operations of the team
Manage the performance of Customer Service Professionals to meet and exceed service level agreements.
Act as a product and process knowledge resource to associates on the production floor
Responsible in maintaining and increasing performance levels
Handle live escalations and ensure these are handled within the turnaround time
Provide coaching to associates regarding performance
Ensure service level agreements are met or exceeded
Ensure staff are adherent to schedule
Assist immediate supervisor in coordinating team resources, monitoring team activities, and preparing reports
Review, collect, and summarize quality control and business reports
Leadership, support, motivation, coaching and development and retention of staff
Promote a culture which will ensure and encourage the team to meet their targets
Recruitment and hiring of CSP and SSR
Such other duties and functions as assigned by Operations Management.
Minimum Skills Requirement to Hire :
Candidate should not have any attendance issues or any disciplinary action.
Candidate must have at least one year tenure in their current position.
Candidate must meet job expectations and pass all performance metrics in his / her current unit.
Candidate must have good organizational and time management skills with the ability to be flexible to changing environments and to work independently and meet tight deadlines.
Candidate must demonstrate problem solving skills.
Candidate must generate creative ideas and solutions.
Candidate must have effective communication skills
Candidate must have comprehensive product knowledge.
Client Relationship Management
International Business and Multicultural skills
Product and Service Advice Support
Basic to advance knowledge of Computer software applications
Minimum Skills Requirements to Go-live :
Tools Specific Knowledge
Knowledgeable in usage of phone system (Avaya), Verint , CSR Desktop, AWD 35 Production, CPM and GB Mainframe
Knowledgeable in job aides, internet based applications trackers such as Citrix, ESC Web, Surrogate Sites, GPM, Manuconnect and QlickView
Knowledgeable in Lotus Notes Manual and Call Handling Document.
Knowledgeable in Workday, Sharepoint application.
Maintains and monitor reports under Operations folder
Product Specific Knowledge
Knowledgeable in all benefits
Knowledgeable of Call Handling documents and lotus Manual
Handles Supervisor calls that are escalated from SSR level.
Process Specific Knowledge
HR policies and guidelines
Execution of COPC principles