Team Lead

UK Banking/Lending Line of Business Experience Required.

Are you positive, motivated and ready to learn in a fast-paced environment? This is an opportunity to work in a friendly atmosphere, be recognized for your success, and make a difference. At ResultsCX, we are focused on providing exceptional customer service to our clients and making the communities we live and work in a better place to be.

The Supervisor, Operations role provides World-class support to the Call Center Agents and our clients customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Specifically, the Supervisor, Operations role will work across the matrix on a regional basis to interview and close candidates for all assigned regions. The role will be hands-on and subjected to daily quotas that entail interviewing and offer ratios.

In this role you will:

• Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
• Identify, Prioritize and Coach agent development areas
• Directly manage team of 10 or more agents
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues for the customers
• Maintain target levels of performance required by the client
• Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
• Help maintain a good team and working environment
• Multitask, listen, input data, probes, and proves solutions to the agents.
• Ensure that all Agent reference materials are up to date.
• Undertake duties of a general nature or additional tasks as business requires from time to time
• Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Ensure that agents have working equipment and all items needed to do their job.