Job Details
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Job Description
About the Job:
- Optimize CSRs performance from both a quality and efficiency perspective
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
- Address disciplinary and/or performance problems according to company policy.
- Drive knowledge transfer within the team
- Provide input/feedback to Management team where required
- Remain well versed in Call Monitoring policies, procedures, standards and documentation
- Handles Account Advisors needed for on-job training and coaching
- Monitors transactions to ensure that QA standards are met
- Act As Subject Matter Expert
- Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
Job Requirements
Job Requirements:
- We are looking for Team Leaders who can provide not only a superior customer experience, but can also demonstrate operational excellence (service level, quality, productivity, policy adherence, etc.)
- Language Proficiency: Excellent written and Spoken English
- Graduates only to apply.
- Strong leadership skills
- Result orientation
- Generates Solutions
- Communication and interpersonal skills.
- Motivation Skills
- Coaching Skills