Team leader – Back office operations/ Customer Support

CAROUSEL_PARAGRAPH

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Job Description

1. Managing Daily Operations

Managing team of upto 15 resources
Team mentoring & coaching individual associates who may fall below desired performance
Handle 1st level escalations on process issues that cannot be resolved by agents
Monitoring and ensuring closure of daily/weekly and monthly deliverables
Managing SLA, Daily Reporting, Agent’s leave planning
Maintain a strong knowledge of products and services for customers that we are servicing
Monitor random calls/cases to improve quality, minimizing errors and track operative performance
Continuously contribute towards process improvement

Total Experince – 3 – 6yrs in team management in Banking back office / Customer support for International process.