Team Lead, Customer Care Center – Service

JOB FUNCTION AND RESPONSIBILITIES:

• Manage team of 13 or more team members, ensure departmental goals and standards are achieved.

• Effectively lead the day to day operations of team members to meet/exceed productivity, adherence and staffing requirements

• Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals

• Successfully handle customer escalations and complaints

• Analyze daily, weekly and monthly reporting trends that relate to Customer Service

• Identify process breakdowns and recommend suggested resolutions

• Ability to prioritize assigned task

• Ability to communicate/educate staff with policies and procedures

• Achieve and/or Exceed Productivity/Quality Goal set by Department

• Manage and Execute action plans set forth to help achieve/exceed Departmental Goals

• Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals

• Complete ad-hoc projects when necessary

• Improve employee satisfaction and reduce attrition

• Supply timely report to direct reports

QUALIFICATION:

• Strong background in refinance and sales

• Strong expertise in Lean Management

• Graduate of Bachelor’s Degree

• Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals

• Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines

• Must be and an efficient communicator and problem solver with excellent written and verbal communication skills

• Proficient with Microsoft Application and have the ability to learn software applications.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Night Shift/ Scheduled shift changes as a result of business needs (employee must be flexible)