Team Leader-Sky Serve-Customer Experience Center-Contact Centre

Team Leader-Sky Serve-Customer Experience Center-Contact Centre Inbound

The Team Lead is responsible for supervising a team of contact centre agents handling Credit Card-related inquiries, transactions, and support services. This role ensures the delivery of high-quality service, achievement of performance metrics, adherence to banking compliance, and development of team capabilities in a fast-paced, customer-centric environment.

Key Responsibilities:

• Team Supervision Performance Management

• Lead, coach, and motivate a team of contact centre agents to achieve individual and team KPIs (AHT, FCR, NPS, etc.).

• Monitor daily operations, ensuring efficient handling of inbound/outbound customer interactions related to banking services (account inquiries, loan status, transactions, etc.).

• Conduct regular performance evaluations and provide constructive feedback to team members.

Operational Excellence

• Manage workforce scheduling, adherence, and real-time monitoring to ensure service levels are met.

• Identify areas of improvement and implement action plans to enhance service delivery.

• Escalate complex issues as necessary while ensuring timely resolution.

• Training Quality Assurance

• Facilitate training and upskilling of new and existing agents on banking processes, systems, and customer service protocols.

• Conduct call monitoring, quality assessments, and audits to ensure compliance with banking regulations and internal policies.

• Reporting Documentation

• Prepare and submit daily/weekly/monthly performance reports to management.

• Maintain accurate documentation of team activities, coaching sessions, and incident logs.

• Customer Experience Focus

• Champion a customer-first culture by continuously improving service standards and ensuring a smooth and professional customer experience.

• Handle escalated customer complaints and complex queries with professionalism and empathy.

Qualifications Requirements:

• Bachelors degree (preferred) or equivalent relevant experience.

• Minimum 35 years of experience in a contact centre environment, with at least 12 years in a supervisory or team lead role.

• Experience in banking, financial services, or regulated customer support processes is strongly preferred.

• Strong leadership, coaching, and people management skills.

• Excellent communication skills verbal and written.

Preferred Skills:

• Certification in customer service or contact centre management is a plus.

• Proficiency in using banking software or platforms.

• Analytical mind-set with the ability to interpret performance metrics and implement data-driven improvements.