Team Lead Contact Center

Provide world-class, specialized phone service to high-priority advisors, clients, or other relationship partners to successfully resolve customer-initiated service issues in an innovative manner. Respond to more complex issues (which may be related to basic investment products, general securities products, or insurance products) escalated from service teams, and take a lead role in communicating resolution status updates to appropriate parties. Proactively initiate customer contact to ensure the highest possible quality of customer service.

Key Responsibilities
- Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries on a daily basis
- Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, system knowledge & customer service skills. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed
- Partner with Human Resources and functional Leaders to formulate career progression / employee development plans
- Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings
- Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels
- Share quality results with phone agents and leader, identify gaps and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance
- Assist in customer service-related, business-driven, process improvement initiatives, or related projects to provide subject matter expertise, as well as serve as a resource to less-experienced customer service team members, as necessary
- Participate in business driven projects and initiatives

Required Qualifications
Experience in a service call center or transaction processing.
Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
Proven ability to research and resolve complex, high-priority service issues in a timely manner.
Strong written and verbal communication skills.
Demonstrated ability to work directly with high-priority internal and external customers.
Experience of team handling

Preferred Qualifications
Product-specific or financial services industry experience.
Prior experience with service recovery techniques and processes.