Operations Team Leader jobs in Fitchburg, MA

About our Client:

Our client, a seasoned leader in financial wellness programs, specialises in empowering employees with effective money management skills. Research highlights the alarming impact of financial stress on performance and health, with it ranking alongside major life events like divorce. Through tailored financial literacy training, our client aims to alleviate this burden, fostering a healthier and more resilient workforce.

Why should you choose our Client?

With 15 years of expertise, our client crafts tailored financial literacy programs, empowering individuals to own their financial futures. Join them in tackling the stress epidemic head-on and shaping a vibrant, resilient workforce. Embrace boundless opportunities for growth in their dynamic environment. Join the movement today!

Salary : R14 000-R16 000 CTC

Hours are 8am-5pm (MON-FRI)
MIGHT work on Saturdays from the morning to midday (if required)

Join as a Team Leader, where your expertise in call centre operations, customer service, financial coaching, and debt management is crucial. You'll lead by example, ensuring quality control in telesales, coaching team members, and managing customer interactions. Experience in appointment booking and financial services is advantageous. 

Requirements:

• Matric;

• Strong background in call centre operations, customer service, financial coaching, and debt management;

• Basic computer skills, including excellent proficiency in Excel and spreadsheets;

• 2-3 years of experience in team leadership and customer service within a call centre environment;

• Experience in quality control in a telesales environment, including listening to calls and providing coaching to team members;

• Proficiency in scripting;

• Ability to lead and motivate team members effectively;

• Experience in conducting customer satisfaction calls and handling complaints;

• Proficiency in booking appointments, with experience in "lead warming" preferred;

• Experience in financial wellness and services is desirable but not mandatory;

• Strong attention to detail;

• Alignment with core values, including following processes and doing what's right;

• Previous experience in team management, leadership, or coaching is preferred.

Role & Responsibilities:

1. Call Centre Specialist:

• Provide excellent customer service, drawing on financial coaching and debt management skills.

• Handle inquiries efficiently while multitasking with basic computer skills.

• Resolve customer issues promptly and professionally.

1. Team Leader:

• Lead and coach a team of specialists to ensure top-quality service.

• Conduct quality checks on telesales, offering guidance for improvement.

• Manage staffing schedules effectively.

1. Customer Service Expert:

• Utilise scripted interactions for consistency and effectiveness.

• Conduct customer satisfaction calls and resolve complaints with finesse.

• Maximise sales opportunities through appointment bookings.

1. Financial Wellness Advocate:

• Share financial knowledge to promote literacy and enhance services.

• Analyse data using Excel to drive performance improvements.

1. Communication Specialist:

• Communicate clearly and professionally, both verbally and in writing.

• Maintain accuracy and uphold core values in all interactions.