Team Lead, Customer Care Center

2 weeks ago

Mumbai, India PHH Mortgage Full time

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:

Bachelor’s degree or equivalent of fifteen years of education is a must.  Team handling experience and international voice experience is must Must be proficient in all Microsoft Applications. Good analytical and communication skills.

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.

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