Customer Service Team Lead

The HIRD- USA; Phoenix (AZ); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

The HIRD- USA in Phoenix, AZ is recruiting a seasoned Call Center Manager to lead customer service operations for financial services. You will mentor agents, resolve escalations, and ensure daily, weekly, and monthly deliverables are met while maintaining strong product knowledge.

Candidates should have at least 3 years in call center management with a banking background, plus 4 years in banking operations.

Qualifications

• Minimum of 3 years experience in call center management.
• Prefer with a financial background.
• 4 years of banking operations experience in customer service operations.
• Strong mentoring and coaching abilities.
• Ability to handle first level escalations on process issues.
• Monitor and ensure closure of daily/weekly/monthly deliverables.
• Manage SLA, KPIs, daily reporting, agent leave planning.
• Maintain strong knowledge of banking products and services.
• Auditing calls to improve quality and reduce errors.
• Contribute to continuous process improvement.
• Typing speed >25 WPM and knowledge of keyboard shortcuts.
• Good knowledge of MS Office.

Responsabilités

• Lead call center operations and customer service activities.
• Mentor and coach associates to improve performance.
• Handle first level escalations on process issues.
• Monitor and ensure closure of daily, weekly and monthly deliverables.
• Manage SLA, KPIs, daily reporting, and agent leave planning.
• Maintain knowledge of banking products and services.
• Audit random calls/cases to improve quality and reduce errors.
• Contribute to ongoing process improvements.

Connaissances

Call Center Management

Team mentoring

Escalation handling

SLA & KPIs

Reporting

Leave planning

Quality auditing

Process improvement

Typing speed >25 WPM

Outils

MS Office

Description du poste

• Minimum of 3 Years Experience with Call Center Management. Prefer with a financial background
• 4 Years of banking operations experience in Customer service operations
• Team mentoring & coaching individual associates who may fall below desired performance
• Handle 1st level escalations on process issues that cannot be resolved by agents
• Monitoring and ensuring closure of daily/weekly and monthly deliverables
• Managing SLA, KPIs, Daily Reporting, Agent's leave planning
• Maintain a strong knowledge of products and services for customers that we are servicing
• Auditing random calls/cases to improve quality, minimizing errors and track operative performance
• Continuously contribute towards process improvement
• Typing Speed >25 WPM with Knowledge of Keyboard shortcuts
• Good knowledge of MS Office
• High energy level
• Willingness to work in shifts based on discussions
• Demonstrate strong work ethics by maintaining confidentiality of information.
• Knowledge of banking processes & regulations