Operations Team Leader – Banking & Financial Account

About the role

We are seeking an Operations Team Leader to oversee a team of Customer Service Representatives (CSRs) handling banking and financial account inquiries. In this role you will ensure high‑quality service delivery, meet performance targets, and drive continuous improvement within the call‑center environment.

Key responsibilities

• Lead and manage a team of CSRs, ensuring daily, weekly and monthly goals are met or exceeded.
• Conduct performance management activities, including coaching, mentoring, and feedback sessions.
• Handle escalation calls, assess agent capability, and provide guidance on complex customer issues.
• Prepare and present performance reports, identify top and bottom performers, and use data‑driven metrics for rewards and coaching.
• Collaborate with fellow Team Leaders and the Operations Manager to solve operational challenges and design incentive programs.
• Monitor queue performance, manage abandoned calls, and ensure service‑level agreements are achieved.
• Coordinate regular training on policy and procedural updates, ensuring all agents are current.

Required profile

• Proven experience leading a call‑center team, preferably in banking or financial services.
• Strong analytical skills with the ability to interpret performance data.
• Excellent communication and interpersonal abilities to motivate and develop team members.
• Detail‑oriented and capable of managing multiple priorities in a fast‑paced environment.

Required skills

• Familiarity with call‑center management systems (CMS) and queue monitoring tools.
• Understanding of key call‑center metrics such as Average Handle Time (AHT) and service‑level targets.
• Experience using performance dashboards and metrics (e.g., Baleen metrics) for coaching and recognition.