Customer Service Supervisor BFSI

Overview

As a Team Leader you will be responsible for the delivery and improvement of the customer experience through management and coaching of a team to provide excellent service which exceeds customer expectations. You will do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets. Through your leadership experience, you will have the ability to create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer and high levels of customer satisfaction.

Responsibilities

• Maintain effective control of all aspects of people processes including: absence management, 121\’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks
• Contribute ideas and suggestions to improve business processes
• Coach and encourage people to realise their potential and to own and achieve their performance, quality and customer outcomes consistently.
• Create a highly engaging, inclusive and fun work experience for your team.
• Proven people management skills with the ability to lead and motivate a team and act as a role model
• Hands on, proactive and engaged with a background in leading others, working to targets and driving performance at both group and individual levels
• Experience of working within a contact centre environment
• Demonstrable experience of managing multiple workflows within a systems thinking environment
• Understanding the direct and indirect impact of poor performance, attrition and absence within the team and therefore able to strive for excellence in these regards yourself
• Performance and quality management experience
• Used to working in a high volume, fast paced, ever changing environment
• Proven ability to multi-task a number of sometimes conflicting priorities
• Passion for working as part of a team
• Consistently strive to exceed customer expectations
• Excellent communication and interpersonal skills
• The ability to plan and prioritise your workload
• Computer literate and have a working knowledge of Microsoft Office applications
• Natural leader who acts decisively and who shows resilience
• Adaptive and able to manage change, whilst being capable of managing any resistance to change in an articulate, positive and engaging manner
• Strong work ethic
• Strong motivational leadership confidence
• Finance experience

Qualifications

• Background check requirements: Criminal Record Check
• Credit Check
• 3 years referencing history