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Team Lead – Contact Center at Ameriprise Financial Services, LLC | JobVerse
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Team Lead – Contact Center
Ameriprise Financial Services, LLC
Website
LinkedIn
Team Lead – Contact Center
Gurugram, Haryana, India
Full Time
3 weeks ago
No Sponsorship
Apply Now
Key skills
Analytics
Leadership
Communication
About this role
Role Overview
Provide world-class, specialized phone service to high-priority advisors, clients, or other relationship partners
Respond to complex issues escalated from service teams
Proactively initiate customer contact and ensure high standards of service quality
Lead a team of contact center professionals, coaching and developing team members
Identify gaps in processes and drive timely resolution and continuous improvement
Partner with Workforce Management and Analytics teams to understand volume trends
Collaborate with Human Resources to support employee engagement
Perform quality assurance activities and analyze performance data
Requirements
3 to 5 years of experience in a service contact center or transaction processing environment
Proven experience in team-handling and people leadership
Strong working knowledge of customer service processes, policies, techniques, and applicable regulations
Demonstrated ability to research and resolve complex, high-priority service issues in a timely manner
Strong written and verbal communication skills
Ability to work with high-priority internal and external customers in a fast-paced, high-volume environment
Strong analytical and problem-solving skills
Benefits
Inclusive, collaborative culture
Opportunities to make a mark at the office and in the community
Apply Now
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