Team Lead

Team Lead

Cebu City

1. Managing Daily Operations
2. Managing team of up to 15 resources
3. Team mentoring & coaching individual associates who may fall below desired performance
4. Handle 1st level escalations on process issues that cannot be resolved by agents
5. Monitoring and ensuring closure of daily/weekly and monthly deliverables
6. Managing SLA, Daily Reporting, Agent's leave planning
7. Maintain a strong knowledge of products and services for customers that we are servicing
8. Monitor random calls/cases to improve quality, minimizing errors and track operative performance
9. Continuously contribute towards process improvement

• 2-4 years of banking operations experience (preferred)
• must have atleast 2 years experience as a Team Leader in contact center operations in Banking Industry
• College Graduates/ Undergraduate
• Good communication skills
• (R/W/S) English, Voice, Merchant Dispute
• Attention to details
• Drive SLA performance for a team of 15 associates
• Computer Savvy - MS office & Internet
• Good comprehension skills
• Willingness to work in shifts
• People management
• Client interaction

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