Team Leader - financial accountHexaware Technologies Phil. Branch

Responsibilities:
Provide day-to-day operations support to a team of 15 CSRs
Drive operational rhythm via regular coaching, team meeting, weekly and monthly performance review
Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Management to highlight operational risks and areas for improvement
Lead and inspire a team of customer care agents to deliver excellent levels of individual/team performance and customer satisfaction
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Work with the management team to identify and deliver positive change and business efficiencies
Escalate any appropriate problems to senior management
Support the Senior Manager to highlight operational risks and areas for improvement
Qualifications:
Must have at least 3 years of recent experience as Team leader in call center handling customer service accounts, preferably in Financial Accounts (Credit Repair, Banking, Billing, Loans, Crediting Reporting, Collections)
Have excellent leadership and communication skills
Have worked on CSAT, NPS and/or Metrics Driven environment
Strong stakeholder / client facing experience
Willing to work onsite and on shifting schedule (primarily graveyard shift)