Customer Service Team Lead

Team Lead Previous Experience:Managing team of up to 15 resourcesMinimum of 3 Years Experience with Call Center Management. Prefer with a financial background4 Years of banking operations experience in Customer service operationsTeam mentoring & coaching individual associates who may fall below desired performanceHandle 1st level escalations on process issues that cannot be resolved by agentsMonitoring and ensuring closure of daily/weekly and monthly deliverablesManaging SLA, KPIs, Daily Reporting, Agent's leave planningMaintain a strong knowledge of products and services for customers that we are servicingAuditing random calls/cases to improve quality, minimizing errors and track operative performanceContinuously contribute towards process improvementTyping Speed >25 WPM with Knowledge of Keyboard shortcuts• 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