Responsibilities
- Supervise and lead a team of customer service representatives, providing guidance, coaching, and mentorship.
- Monitor team performance metrics and ensure service level agreements (SLAs) are met or exceeded.
- Handle escalated customer inquiries and complaints, resolving issues promptly and professionally.
- Collaborate with cross-functional teams to improve processes, enhance customer experience, and achieve business objectives.
- Conduct regular team meetings, performance evaluations, and provide constructive feedback to team members.
- Develop and implement training programs to enhance team skills and knowledge.
- Prepare reports and analyze data to identify trends, recommend improvements, and implement solutions.
- Assist in recruiting, hiring, and onboarding new team members.
- Ensure adherence to company policies, procedures, and regulatory requirements.
- Participate in leadership meetings and contribute to strategic planning initiatives.
- Implement CNOW methodologies to ensure the team remains agile and responsive to changes.
- Conduct regular coaching sessions to support individual development and address performance issues.
Qualifications
- Experience in a call center environment is preferred.
- Experience in financial services is a significant advantage.
Screening Criteria
- Bachelor’s degree in a related field or equivalent combination of education and related work experience.
- Minimum of three (3) years of customer support experience.
- At least two (2) to three (3) years of experience in a leadership or supervisory role within a customer service or operations environment.
- Must have a stable employment history.
