Team Leader

Responsibilities Supervise and lead a team of customer service representatives, providing guidance, coaching, and mentorship.
Monitor team performance metrics and ensure service level agreements (SLAs) are met or exceeded.
Handle escalated customer inquiries and complaints, resolving issues promptly and professionally.
Collaborate with cross-functional teams to improve processes, enhance customer experience, and achieve business objectives.
Conduct regular team meetings, performance evaluations, and provide constructive feedback to team members.
Develop and implement training programs to enhance team skills and knowledge.
Prepare reports and analyze data to identify trends, recommend improvements, and implement solutions.
Assist in recruiting, hiring, and onboarding new team members.
Ensure adherence to company policies, procedures, and regulatory requirements.
Participate in leadership meetings and contribute to strategic planning initiatives.
Implement CNOW methodologies to ensure the team remains agile and responsive to changes.
Conduct regular coaching sessions to support individual development and address performance issues.
Qualifications Experience in a call center environment is preferred.
Experience in financial services is a significant advantage.
Screening Criteria Bachelor's degree in a related field or equivalent combination of education and related work experience.
Minimum of three (3) years of customer support experience.
At least two (2) to three (3) years of experience in a leadership or supervisory role within a customer service or operations environment.
Must have a stable employment history.
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