JobTarget Logo

Sr. Team Leader in Accra at Ubiquity Global Services US, Inc.

NewJob Function: General BusinessEmployment Type: Full-Time
Ubiquity Global Services US, Inc.
Accra
Posted on
New job! Apply early to increase your chances of getting hired.

Explore Related Opportunities

First-Line Supervisors of Office and Administrative Support Workers jobs

Job Description

Senior Team Leader
Key responsibilities include, but are not limited to:
  • Manage a team of Customer Service Representatives and Team Leaders to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
  • Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
  • Conduct business reviews and performance management activities to assist in the CSR’s continuous development.
  • Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
  • Act as account POC during the absence of the Operations Manager
  • Assist in queue management using the tools available to them and in coordination with the Global Command Center.
  • Prepare and submit all required reports (which includes but not limited to performance reviews, CSR KPI performance, scorecards, case analysis) to the Operations Manager.
  • Attend and/or facilitate internal and external calibration sessions, conference calls and other client meetings.
  • Perform administrative and other similar tasks, as assigned.
  • Act as a liaison between the management / Human Resources group and the CSRs. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
  • Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
  • Ensure that the CSRs conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Requirements:
  • Candidate must possess at least a Bachelor’s / College Degree, in any field.
  • At least 3 to 5 years BPO Operations supervisory experience.
  • 1 year experience handling a financial/fraud and disputes account is an advantage
  • Willing to work on Graveyard shifting schedules
  • Willing to work in Accra Ghana
  • Must Have a US Visa and willing to travel

Job Location

Accra

Frequently asked questions about this position

Apply NowYour application goes straight to the hiring team