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Call Center Team Lead

Richardson, TX
Payrate- $19-$21 W2

Responsibilities include
• Work as Front line manager and manage a team of contact center and back office representative who are assisting client services remediation projects including Letters and check mailings via a 3rd party, back office operations to handle undelivered mails, check and letter reissues requests, handling inbound email, letters correspondence etc.
• Expected to acquire detailed knowledge of product ranges and excellent service to enable them to provide service excellence
• Ensure your team offers an excellent level of customer service, pro-actively serve customers across their product portfolio
• Coach & mentor agents to follow clear instructions and guidelines to resolve customer enquiries.
• Liaison with training team to enable your team to build rapport and determine appropriate solutions for the customer.
• Collaborate with colleagues across multiple departments in order to provide a high-quality service to customers

Requirements

• Experience in managing a banking contact center

• Customer Service background
• Responsible for Service levels, Quality and other KPIs of the assigned team
• First level support for general inquiries and customer support, including: Inbound voice , Complaints and escalation handing
• Recognize individual customer service needs and resolve any partner concern enquiry
• Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
• Ability to handle complaints and customer concerns where appropriate
• Excellent customer service, negotiation and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
• Keen to progress to other levels and will consistently self-assess your own & teams' performance against agreed targets by working closely with your Operations leads
• Work effectively with a team, recognizing how teams can deliver great results
• Develop SOP’s, provide trainings and support testing during new project initiation


Thanks & Regards,
Harry
Technical Recruiter
Reqroute, Inc
Recruiting solutions for the digital world
 
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)

 

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