Sr. Team Leader

Senior Team Leader
Key responsibilities include, but are not limited to:

• Manage a team of Customer Service Representatives and Team Leaders to achieve or exceed goals and key performance indicators by periodic coaching and mentoring
• Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively
• Conduct business reviews and performance management activities to assist in the CSR’s continuous development
• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed
• Act as account POC during the absence of the Operations Manager
• Assist in queue management using the tools available to them and in coordination with the Global Command Center
• Prepare and submit all required reports (which includes but not limited to performance reviews, CSR KPI performance, scorecards, case analysis) to the Operations Manager
• Attend and/or facilitate internal and external calibration sessions, conference calls and other client meetings
• Perform administrative and other similar tasks, as assigned
• Act as a liaison between the management / Human Resources group and the CSRs. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action
• Conduct team building activities and design performance-based incentive programs in accordance with documented policies
• Ensure that the CSRs conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time
  

Requirements:

• Candidate must possess at least a Bachelor’s / College Degree, in any field
• At least 3 to 5 years BPO Operations supervisory experience
• 1 year experience handling a financial/fraud and disputes account is an advantage
• Willing to work on Graveyard shifting schedules
• Willing to work in Accra Ghana
• Must Have a US Visa and willing to travel
  

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