Team Lead | Cebu City

2 weeks ago


Cebu, Philippines Wipro Philippines Inc. Full time

Team Lead

Reporting Onsite in Cebu City

Account: Banking/Financial

 

Responsibilities:

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

 

Qualifications:

2-4 years of banking operations experience (preferred)must have atleast 2 years experience as a Team Leader in contact center operations in Banking IndustryCollege Graduates/ UndergraduateGood communication skills(R/W/S) English, Voice, Merchant DisputeAttention to detailsDrive SLA performance for a team of 15 associatesComputer Savvy - MS office & InternetGood comprehension skillsWillingness to work in shiftsPeople managementClient interaction

Good to have
• Courteous, with strong customer service orientation
• Dependable, with proficient attention to detail    
• Must be goal oriented
any Retail banking experience

 

 


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