Overview
Title:
CCC Team Lead
Location:
SEVILLE, ESP
Position Summary & Key Areas Of Responsibility
* Experience in branch operations or customer service operations in a bank or armored car company is preferred.
* Responsible for leading and managing a team of customer care representatives to ensure high performance and service quality.
* Focused on achieving service level agreements (SLAs) and maintaining the availability standards contracted with the client.
* Proactively identify team needs and provide support to ensure smooth operations and customer satisfaction.
* Coordinate daily schedules (24x7) and ensure adequate staffing to meet customer demands, including the implementation of continuous training for the entire team across all shifts.
* Monitor team performance and compliance with service commitments, including handling escalations and emergency situations.
* Define and implement best practices for team management and customer service delivery.
* Collaborate with Technical Consultants to resolve system-level issues affecting service delivery.
Basic Qualifications
* Team Management and Collaboration Skills, along with proficiency in Microsoft Office.
Preferred Qualifications
* Graduate in any stream.
* Supervisory experience.
* Experience in branch operations or customer service operations in a bank is preferred.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Banking
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