Team Leader
2 days ago
What you'll be doing
- Oversee and manage a team of collection specialists, providing coaching, mentoring, and performance feedback to drive productivity and quality of work.
- Monitor team performance and implement strategies to improve efficiency, productivity, and customer satisfaction.
- Collaborate with the wider customer service team to address complex customer inquiries and issues.
- I'd like you to please identify training needs and deliver coaching to enhance the skills and capabilities of your team.
- Analyze data and metrics to identify trends and opportunities for process improvement.
- Please make sure that the company policies, procedures, and regulatory guidelines are followed.
- Contribute to the development and implementation of team and departmental goals.
What we're looking for
- Minimum 2 years' experience in a team leader or supervisory role within a call Centre or customer service environment
- Strong analytical and problem-solving skills, with the ability to identify and implement process improvements
- Excellent communication and interpersonal skills, with the ability to effectively motivate and lead a team
- Proficient in data analysis and reporting, with the ability to interpret and act on key performance metrics
- Thorough understanding of customer service best practices and regulatory compliance requirements
- Proven track record of delivering exceptional customer service and driving team performance
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