AXCEL FINANCE Team Leader – Operations (Call Center)

AXCEL FINANCE is the leading regional microfinance institution, dedicated to providing high quality and innovative financial solutions for individuals and micro-enterprises across several markets in the Caribbean. Through active community engagement, we have successfully promoted social mobility and economic activity.
Team Leader – Operations (Call Center)
As the Team Leader – Operations you will be responsible to effectively supervise our regional call center to develop and sustain high performance team which consistently achieves service standards, customer satisfaction, and performance targets. Superb management skills are critical as the Supervisor directly coaches and develops the agents and ensure our legendary customer service standards are met in all interactions.

Key Responsibilities:
I. Supervise customer service and sales agents.
II. Motivate and coach your team to meet and exceed performance levels.
III. Carry out quality assurance reviews and provide continuous feedback to your agents.
IV. Handle customer service escalations and coordinate with local branches as necessary.
V. Ensure high customer satisfaction levels.

 Minimum of 3 years of supervisory / managerial experience in a call center environment.
 Exceptional probing, communication, analytical, problem solving and decision making skills to effectively resolve complex customer and employee issues.
 Ability to coach, mentor and train employees and evaluate their performance.
 Ability to work efficiently in a high demand, team oriented, and dynamic environment
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