Sr. Team Leader
Accra, Ghana
Full Time
Manager/Supervisor
Senior Team Leader
Key responsibilities include, but are not limited to:
Requirements:
Key responsibilities include, but are not limited to:
- Manage a team of Customer Service Representatives and Team Leaders to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
- Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
- Conduct business reviews and performance management activities to assist in the CSR’s continuous development.
- Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
- Act as account POC during the absence of the Operations Manager
- Assist in queue management using the tools available to them and in coordination with the Global Command Center.
- Prepare and submit all required reports (which includes but not limited to performance reviews, CSR KPI performance, scorecards, case analysis) to the Operations Manager.
- Attend and/or facilitate internal and external calibration sessions, conference calls and other client meetings.
- Perform administrative and other similar tasks, as assigned.
- Act as a liaison between the management / Human Resources group and the CSRs. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
- Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
- Ensure that the CSRs conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.
Requirements:
- Candidate must possess at least a Bachelor’s / College Degree, in any field.
- At least 3 to 5 years BPO Operations supervisory experience.
- 1 year experience handling a financial/fraud and disputes account is an advantage
- Willing to work on Graveyard shifting schedules
- Willing to work in Accra Ghana
- Must Have a US Visa and willing to travel
Apply for this position
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