- Senior
- Optionales Büro in Seville
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.
