Assistant Team Leader, Call Center

Interact with customers over the phone to understand their banking needs.

Provide excellent customer service to achieve customer loyalty.

Resolve problems over the telephone on the spot.

Convert sales opportunities in order to meet financial targets.

Clarify and explain procedures and products over the telephone.

Capture and report customer feedback towards continual product development.

Operational Management: Managing the floor, adherence to schedule.

Ownership and problem resolution.

Training and development of staff.

Recommendations for product and process development based on customer feedback and analysis of the same.

Handling maintenance activities such as Credit cards replacements, ATM replacements, TCLI Cards reaging, Banc24 follow ups, Preparing team adherence report, etc…,

Responsibilities

Mostly related to explaining procedures or providing information regarding retail banking products.

Also involves root cause analysis and reversals of charges and fees when necessary.

Work very closely with team members to solve customer problems.

Needs to understand PBA problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.

Qualifications

University Graduate (preferably with some finance / banking or maths component).

Bilingual.

Excellent people management skills and conflict management

Minimum Of 2 Years Experience In Inbound Contact Center.

Motivational skills and positive attitude.

Ability to think creatively and challenge existing systems and processes

Very customer focused

Computer literate

Excellent communication skills

Strong listening skills.

Dynamic, results-oriented approach to work.