A Team Leader is responsible for managing a team of customer service, collections, and recoveries agents.
Define and clearly communicate objectives and goals for the team.
Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
Follow up on all inquiries from the team, such as complicated cases and technical issues, and allocate them to the department responsible.
Provide consistent assistance to team members experiencing difficulties discharging their duties by coaching, encouraging, and any suitable means.
Monitor and assess team members’ performance in all assigned tasks.
Give detailed objective feedback on the performance of team members to the management for staff evaluation and reward purposes.
Provide training to new hires and guide them through their first months of work.
Generate daily, weekly, or monthly report states and validate the customer service team's performance.
Handle all complex escalations from customers and direct them to the responsible department.
Be ready to step in to assist customers whenever needed.
Gather relevant details and escalate complex problems to internal teams for root cause analysis and ultimate resolutions
Coach team members regularly and help them get to the next level by doing one-on-one, giving them feedback, and talking about personal goals and plans
Prepare warnings and communicate effectively with support teams, and make adequate/appropriate decisions relative to corrective action as required
Manage workload and prioritise ideas to drive the most impactful results
Assist in establishing work procedures and processes that support the company and departmental standards, policies, and strategic directives
Perform any tasks requested by key stakeholders.
متطلبات الوظيفة
Minimum 2 years of experience in an English contact centre/customer service environment.
Minimum 1 year of experience as a team leader (managing voice & non-voice teams)
Must have a Bachelor’s Degree in any discipline
Awareness of voice and non-voice KPIs
Fluent in English
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills
Experience dealing with US customers is a plus
Awareness of loans, credit, and the financial sector is a plus
We are a small group of passionate techies, credit geeks, designers, marketers, risk and compliance experts, and a friendly customer support team with a shared vision to make a difference to the consumer credit market.
