Job Description

The Team Leader will provide ad-hoc support to newly trained advisors, ensuring they handle customer calls effectively and deliver high-quality service. This role involves evaluating and improving advisor performance, responding to ad-hoc requests for assistance, and sitting side-by-side with advisors to support their development and growth within the campaign. The Team Leader will also lead a dedicated team responsible for delivering exceptional business partner support, driving performance, and fostering a culture of continuous improvement.Main Responsibilities (but not limited to):Escalation Management: Resolve day-to-day escalations, focusing on first-time resolution to ensure customer satisfaction.Floor Support: Provide hands-on support to all advisors, ensuring they adhere to best practices and follow company processes.Continuous Improvement: Capture and implement continuous improvement opportunities and close the loop on identified gaps.Coaching & Development: Lead regular coaching sessions and refresher training for advisors, ensuring alignment with processes and high-quality customer service delivery.