Job Description:

Customer Service & Sales Lead is assigned to direct all work performed and to fully manage all areas of customer service and sales operations to create a seamless customer experience at our Barbados branch location. Accountable to mentor/coach employees and foster a customer first and sales environment. Ensure productivity to meet company goals, whilst making certain best service experience is provided both externally and internally.

Primary Duties and Responsibilities:
 ▪  Contribute to the department in meeting performance and set targets in alignment to company goals set for the Contact Center and Branches
 ▪  Provide hands-on leadership, coaching and guidance and directs the daily activities of all operations.
 ▪  Work in partnership with the other leads, to ensure smooth operation and knowledge sharing functions, setting the tone for department cadency.
 ▪  Train, develop, and motivate employees to exceed set performance goals.
 ▪  Ensure your team is meeting all corporate, contact center, branches, and client expectations in all areas of performance, quality, and compliance.
 ▪  Participate and perform transactions as needed to assist workflow efficiency.
 ▪  Ensure employees follow proper policies and procedures, meeting audit and compliance requirements.
 ▪  Report malfunctions or system issues immediately and ensure follow up that they are resolved.
 ▪  Assign accounts ensuring effective resource planning to maximize the productivity of team members on campaigns and ensure adequate coverage of all queues when at
the Contact Center
 ▪ Monitor agents’ performance on a daily, weekly, and monthly basis, providing learning or coaching as needed, and taking corrective action where necessary.
Ensure timely and accurate dialer uploads are performed to support the execution of
outbound call related tasks and programs for specific campaigns.
 ▪  Responsible for branch cash management, including ordering and verifying branch cash, maintaining acceptable cash levels, filling cash orders, and maintaining full
vault security.
 ▪  Verify cash when overages/shortages occur; assist employees when balancing problems occur using knowledge of common errors.
 ▪  Always reinforce and follow the established security procedures.
 ▪  Ensure all reports are completed in an efficient manner.

 ▪  Ensure that customers’ and business confidential information is properly protected and only used for official purposes.
 ▪  Perform other duties as assigned when needed

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements that follow are representative of knowledge, skills and/or abilities required.

Education

A minimum of Associates Degree in Business Management, Finance, Law, or related field (Honor
Roll)

Work Experience

Minimum 3 years’ experience at a reputable organization.
(Equivalent combination of education with work experience will be considered.)

Knowledge/Skills/Abilities

   ▪   Analytical
   ▪   Organizational
   ▪   Attention to Detail
   ▪   Communication

Attitude and Behaviors

   ▪   Go-getter
   ▪   Team player
   ▪   Flexible
   ▪   Honest
   ▪   Sound work ethics
   ▪   Pleasant personality
   ▪   Results Driven
   ▪   Selling Value