Hiring Team Lead For non voice process

Overall Experience

• 2 to 4 Years of banking operations experience in Customer service operations

Key Responsibilities

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

Essential Skills

• Good knowledge of MS Office
• High energy level
• Willingness to work in shifts based on discussions
• Team Player
• Demonstrate strong work ethics by maintaining confidentiality of information.
• Knowledge of banking processes & regulations

Good-to-Have Hiring Skills

• Excellent Verbal & written communication skills
• Typing Speed >25 WPM with Knowledge of Keyboard shortcuts

Interested candidates please share resume on

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