Contact Centre Leadership Role
18 hours ago
Job Title: Team Lead
Job Overview:The role of a team lead involves overseeing the daily activities and operations of a contact centre. This position requires strong leadership skills, effective communication, and the ability to manage staff and resources efficiently.
Key Responsibilities:- Staff Management: Responsible for managing a team of bank staff and outsourced personnel to ensure seamless operation of the contact centre.
- Vendor Management: Oversees vendor relationships, including billing and contract management.
- Cross-Selling and Sales Target: Develops and implements strategies to meet sales targets, while maintaining high service levels and effectively handling customer complaints.
To be successful in this role, you will need a minimum of 5 years' experience in a similar contact centre environment, with indepth knowledge of banking processes and procedures.
In addition, you should possess excellent training and quality management skills, as well as good knowledge of NPS (Net Promoter Score) and the ability to handle inbound emails and chat teams if preferred.
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