Team Lead, Customer Care Center - Resolutions

• Providing prompt, accurate, and professional responses to customer inquiries and grievances at the escalation desk.
• Prioritizing tasks, working independently, meeting deadlines, and motivating team members for improved results.
• Conducting performance reviews and offering appropriate feedback to team members.
• Performing periodic audits to ensure that performance standards are being met.
• Being accountable for the daily operations within the department.
• Resolving loans and delinquencies to enhance the department's cure rate percentage.
• Aiming to achieve high Quality & NPS/Stella results above the set targets.
• Maintaining high employee productivity and phone performance metrics within the team.
• Partnering with other departments such as WFM, Training, HR, Dialer, and Facilities.
• Identifying any process breakdowns and providing corrective suggestions.

Qualifications required for this role include:

• A Bachelor's degree or equivalent of fifteen years of education.
• Previous experience in team handling and international voice processes.
• Proficiency in all Microsoft Applications.
• Strong analytical and communication skills.

The work schedule for this role will fall within the call center hours of operation, which are Monday to Friday from 8:00am to 9:00pm EST, and Saturdays from 8:00am to 5:00pm. Your shifts will be scheduled within these timeframes.,