Team Lead, Customer Care Center - Resolutions

JOB FUNCTION AND RESPONSIBILITIES :

• Manage team of or more team members, ensure departmental goals and standards are achieved.
• Communicate company goal, safety practice and ensure all employees remain engaged.
• Effectively provide prompt, accurate and professional responses to customer inquiries / grievances at escalation desk.
• Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
• Conduct performance review and provide appropriate feedback to team members.
• Perform periodic audits to ensure performance standards are met.
• Accountable for daily operations in department.
• Resolve loans and delinquencies thus to enhance departmental cure rate% results.
• Aim and achieve high Quality & NPS / Stella results (Over and above the set target)
• Maintaining high employee productivity and teams phone performance metrics
• Partnering with other department (WFM, Training, HR, Dialer, Facilities etc...)
• Identify process breakdowns and offer corrective suggestions.

QUALIFICATION :

WORK SCHEDULE OR TRAVEL REQUIREMENTS :

Our call center hours of operation are Monday – Friday : am – : pm EST & Saturdays : am – : pm. Shifts will fall into those timeframes.