Step Up Team Leader

• Aug 2014 - Present

Provide exceptional customer service Manage Daily Operations of Multiple Service Teams Manage Staff Rosters Point of contact for Internal Call centre staff for complex customer transactions or enquiries. Work effectively as a team player Understand and Promote relationships with internal and external customers  Coach and Develop Staff with understanding of New Home Loan enquiries and servicing of existing loan enquiries.  Coach/Train and develop new staff with systems, policies and banking procedures  Measure staff performance against targets  Complete staff Performance appraisals  Promote and encourage an exceptional customer service focus  Coach/ Develop staff with reducing Average Handling Time, After Call work time  Monthly reports on team performance  Point of contact for escalated customer calls Extensive staff training Monitoring performance and workloads Delegating daily duties Organizing appropriate staffing requirements Supervising adherence to security regulations Customer liaison over the telephone Show less