Customer Service Team Leader (Digital Lending)

Early Applicant

Fresher

Job Description

Team Leader&aposs Job Description

Work closely with managers to ensure daily operation metrics are met
Assist with agents&apos enquiries, handle escalated customer complaints and provide effective resolutions while maintaining compliance.
Monitor team daily performance and ensure SLA and KPIs targets are met
Conduct regular coaching with agents
Prepare performance reports and ad-hoc reports when required
Plan and manage the resources to ensure shift coverage
Analyze and identify customer feedback and provide insights to improve product, service quality, and existing processes.
Ability to perform shift duties
Support recruitment, training, and performance evaluation of CS staff.
Monitor, handle and prepare and submit regulatory customer service reports accurately and on time.
Other ad-hoc tasks