Sky Service Distribution - Team Leader-Sky Channel-Contact Centre Inbound

As the Team Leader for Sky Service - Distribution, you will play a crucial role in managing and motivating a team of inbound officers. Your primary objective is to ensure efficient and effective handling of customer inquiries and transactions related to retail liabilities products. You will be responsible for creating a positive and productive work environment, coaching and developing your team members, and driving overall performance and customer satisfaction.

Lead and manage a team of 15-20 inbound officers, providing guidance and support to ensure high-quality customer service.

Monitor and evaluate team performance, identifying areas for improvement and implementing strategies to enhance productivity.

Conduct regular one-on-one meetings with team members to discuss performance, provide feedback, and address any concerns or issues.

Train and develop team members on product knowledge, customer service skills, and sales techniques to ensure a competent and skilled workforce.

Handle complex customer inquiries and escalations, ensuring timely and accurate resolutions while maintaining a high level of customer satisfaction.

Collaborate with other departments and stakeholders to ensure smooth operations and effective communication within the contact center.

Analyze customer feedback and trends to identify areas of improvement and implement strategies to enhance the overall customer experience.

Maintain and update records and reports on team performance, customer interactions, and key performance indicators (KPIs).

Ensure compliance with company policies, procedures, and regulatory requirements, especially in handling customer data and sensitive information.

Minimum of 3 years of experience in a team leadership or supervisory role, preferably in a contact center or customer service environment.

Strong knowledge of retail banking products, especially liabilities products, and a good understanding of the banking industry.

Excellent communication and interpersonal skills, with the ability to build rapport and motivate a team.

Proven ability to handle and resolve customer inquiries and complaints effectively and efficiently.

Proficiency in using customer relationship management (CRM) systems and other relevant software tools.

Analytical skills to interpret data, identify trends, and make data-driven decisions to improve team performance.

Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.

Willingness to continuously learn and adapt to new technologies and processes.

A customer-centric approach and a passion for delivering exceptional customer service.