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.
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