Team Leader - Center of Excellence - JobzEG

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

السبت، 19 فبراير 2022

Team Leader - Center of Excellence

 Team Leader - Center of Excellence

Mashreq Bank 

Job Purpose

To manage the day–to-day planning, operation and problem-solving of a team of Banking Advisors to meet with the required service level components and standards

To develop the team and ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused PBA’s and to act as the communication conduit between Front liners and Management.

Key Result Areas

Floor supervision: TL to supervise floor during peak hours to ensure agent adherence and assist in on call problem resolutions

Supervisor Calls: TL to attend team’s supervisor calls upon cm request subject to TL discretion.

Productivity report: to monitor agent’s current performances. [Eg. Log in time / Not Ready time / Return to Queue / No of calls answered / Outbound call duration]

Adherence tracking: TL to track agents leave’s, swaps, and punctuality and take disciplinary action against non- adherer’s

Daily tracker: Implement daily tracker sheet for all new agents for first 3-6 months, and implement on all agents falling short for review and inspection purposes

Conducting performance appraisal for the team.

People Management including all HR related issues, performance appraisal and staff development.

Periodic call monitoring. TL to score on quality evaluation sheet and file score for review of service manager.

Buddy coaching Listening to live calls along with the agents for on job coaching.

Quality Report Review – Discuss quality report with agents and highlight common mistakes.

One on One Session: TL to complete One on One session with each agent at least once a month for performance review.

Daily huddles – All agents doing must be debriefed by TL at beginning /end of the shift.

CRM / Email Cm follow up: Team leader to address PBA call follows ups primarily through CRM and occasionally through email on a daily basis.

Projects / Process improvements: TL to be responsible for projects assigned by Unit head and service manager related to process improvements focusing on key areas: Customer satisfaction, employee satisfaction, improved productivity and efficiency, cost saving

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

Information flow: TL responsible for flow of information to PBA’s from management and product teams.

Knowledge, Skills And Experience

University graduate.

Excellent people management skills and conflict management.

5 years experience in a Service industry.

Minimum of 3 years experience in supervisory role in a Call Centre.

Customers focus and service orientation.

Motivational skills and positive attitude.

Ability to think creatively and challenge existing systems and processes.

Analytical & numeric skills.

Problem resolution skills.

Ability to work under pressure and think on his/her feet.

Dynamic, results-oriented approach to work.

Adaptable, versatile & capable of managing changes.

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كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

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