As a Team Leader (Contact Center), you will be directly supervising and accountable for the overall quality of Better Banking Specialists assigned under your team. You will also be responsible for supporting The Center’s objective of providing quality service to customers particularly through a robust and effective inbound customer service & contact desk.

How you'll contribute

• Prepare daily reports using available data and reports from MIS and determine the root cause as to why goals are not achieved
• Handles escalations and performs outbound calls, email or SMS for customer concerns that require immediate attention and feedback to ensure resolution and customer satisfaction
• Conveys feedback to operations, quality and training department based on the process and guidelines that need improvement to ensure customer satisfaction
• Manages and oversees team's day-to-day operations shift assignments, schedules, attendance,...