Customer Service Team Leader (Shift)

Insignia is one of the most bespoke lifestyle management and payment service groups in the world. We are seeking Shift Team Leader to join the launch of Insignia Cards Ltd service centre in Bratislava, a financial institution providing Card products and services to clients globally.

This is an exciting opportunity for the right individual who is seeking a career within a fast growing, dynamic company expanding both locally and internationally.

The successful candidate will be responsible for:

- Managing a shift of call center agents and be available to support the team:
- be visible to answer questions;
- take calls when agents can't handle and be available when an agent appears to need assistance;
- Monitoring queue and tracking inbound calls/e-mails, keep agents aware of inbound queries waiting and etc.
- Motivating and encouraging agents through positive communication and feedback
- Preparing schedules and necessary reports
- Preparing training material and Deliver training sessions
- Being available/on call at all times
- Reviewing monthly and improving agents’ performance
- Supporting the Management in new staff recruitment and scheduling existing staff to meet service level objectives
- Handling Shift swaps and Leave approvals, approve of overtime, if needed

You will be the part of one of the best international lifestyle management companies and young highly motivated team, as well as provided with trainings and continuing education, company events and other benefits.