Team Lead

Key responsibilities

• Team management:

• Lead, mentor, and motivate a team of credit card sales or service agents.
• Conduct performance reviews and provide regular feedback.
• Organize training programs to upskill team members.

• Performance and productivity:

• Monitor team performance metrics such as sales targets, call productivity, and customer satisfaction scores (CSAT).
• Implement strategies to achieve team and organizational goals.
• Manage floor operations to ensure discipline and address immediate issues.

• Customer and issue resolution:

• Handle escalated customer complaints and ensure end-to-end resolution.
• Support the team in resolving customer queries and issues.
• Educate customers on credit card product usage.

• Compliance and process adherence:

• Ensure the team adheres to all company policies, procedures, and compliance standards.
• Maintain up-to-date knowledge of products, policies, and competition.
• Ensure proper processing of applications and timely delivery of cards.

• Collaboration:

• Coordinate with other departments like Sales, Risk, Product, and Collections for process improvements.
• Collaborate with marketing and sales to align campaigns and messaging.

Qualifications and skills

• Experience:

  Previous experience in credit card sales or customer service, often with some supervisory or leadership experience, is plus point..

• Skills:

• Leadership and motivational skills.
• Strong communication and interpersonal skills.
• Problem-solving abilities for handling escalated customer issues.
• Knowledge of credit card products, policies, and sales tactics.
• Strong analytical and reporting skills are often needed.