Team Leader - Inbound Customer Experience Centre

Job Summary:

The Team Leader for the Inbound Customer Experience Centre plays a critical role in ensuring superior service delivery in our banking sector. This position will lead a dynamic team, drive performance excellence, and enhance customer satisfaction by fostering a culture of continuous improvement and teamwork.

Key Responsibilities:

• Lead, motivate, and develop a high-performing team to achieve customer service objectives and resolve issues efficiently.
• Monitor and analyze team performance metrics to identify trends, areas for improvement, and implement corrective actions as needed.
• Facilitate training sessions and provide ongoing coaching to enhance team skills and knowledge regarding banking products and customer service standards.
• Respond to escalated customer inquiries and complaints, ensuring a high level of resolution and satisfaction.
• Collaborate with other departments to align customer service initiatives with broader business goals and enhance the overall customer experience.
• Implement and maintain operational processes to ensure compliance with regulatory requirements and internal policies.
• Recognize team achievements, fostering an inclusive and positive work environment that encourages engagement and innovation.

Requirements:

• Bachelor’s degree in Business Administration, Finance, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 year in a supervisory or leadership role.
• Strong knowledge of banking products, services, and regulatory environment.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficient in using customer service management software and other relevant technologies.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Proven track record of driving team performance and achieving customer satisfaction goals.