Customer Service Team Leaders — Financial management firm

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