Banking Team Leader

Qualifications needed:

• 2 years call center experience.
• Preferably the call center experience in the banking sector.
• Very good English writing and reading.
• Bachelor's degree

Job Responsibilities

• Supervises/manages activities and performance of the Account Advisors
• Handles Account Advisors needed for on-job training and coaching
• Monitors transactions to ensure that QA standards are met
• Ensures the Advisors KPIs are met (daily/weekly/monthly)
• Manages difficult calls by acting as first line of escalation
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
• Adheres to all schedules (Advisors / operations / Monitoring)
• Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors)
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLAs and occupancy targets
• Logs and acts on clients requests Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented
• Ensures that Team members adhere to RCC policies
• Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan.
• Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients.
• Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies.
• Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.