Team Leader

Job Description:

• Provide effective leadership and supervision to a team of representatives
• Set clear performance expectations and goals aligned with organizational objectives
• Coach, mentor, and motivate team members while fostering a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues
• Monitor team performance and adherence to SLAs and KPIs
• Analyze team metrics and implement strategies to improve productivity and efficiency
• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
• Monitor and improve customer service quality and customer satisfaction
• Stay updated with industry best practices and trends to drive process improvements and innovation
• Identify training needs and coordinate training sessions
• Ensure team members have the tools, resources, and information needed to perform their roles
• Collaborate with team leads and managers to share best practices and implement consistent processes
• Handle escalations and customer inquiries or complaints as needed
• Participate in team meetings and organizational initiatives
• Provide reports on team performance
• Communicate with clients as needed
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Participate in training programs and continuous learning modules
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues

Requirements:

• Minimum of three (3) years of experience in a role equivalent to the representative position supported
• Minimum of one (1) year of leadership, supervisory, or team lead experience within a call center or customer support environment preferred
• Previous client-facing experience preferred
• Strong verbal and written communication skills
• Strong knowledge of customer service and technical support principles and practices
• Strong problem-solving and decision-making ability
• Excellent interpersonal skills to interact with team members, stakeholders, and clients at all levels
• Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
• Results-oriented mindset with focus on driving operational excellence and continuous improvement
• Proficiency in customer service software and tools, such as CRM, and in general computer applications
• Demonstrated integrity in leadership, team engagement, performance management, and relationship-building
• Must have prior experience working in the fintech industry