Team Leader
4 weeks ago
About our Client
A leading US Mortgage organization
Job Description Summary
Oversee and manage a team of customer service representatives, ensuring high service quality and operational efficiency. Set and monitor performance targets, provide coaching and training, and handle escalated issues to maintain customer satisfaction and align with company objectives.
Experience: 4+ years
Location: Bangalore
Shift: Night shift
Roles & Responsibilities
- Lead and manage a Voice Team of US Mortgage Originations.
- Must have US Mortgage Originations Experience
- Must have experience handling a Voice Team
- Must Understand 4 C s
- Establish clear team goals aligned with departmental and company objectives
- Monitor team performance regularly, offering feedback and coaching to enhance individual and team effectiveness.
- Design and execute training programs to improve team members' skills in managing chat and voice interactions.
- Conduct regular coaching sessions to address performance gaps and support ongoing skill development.
- Ensure daily operational efficiency of the chat and voice customer service team.
- Manage queue operations to optimize response times and meet service level agreements (SLAs).
- Enforce quality assurance protocols to uphold high service standards in chat and voice interactions
- Perform audits and reviews of chat and voice communications to ensure compliance with company policies.
- Resolve escalated customer issues requiring advanced support beyond frontline representatives.
- Address customer complaints promptly and to their satisfaction.
- Collect and analyze customer feedback from chat and voice interactions.
- Utilize feedback insights to improve service delivery and enhance customer satisfaction.
- Produce reports on team performance metrics such as response times, resolution rates, and customer satisfaction scores.
- Stay informed about advancements in customer service technologies and recommend upgrades to boost team efficiency.
- Uphold adherence to company policies, procedures, and regulatory requirements in all chat and voice interactions.
- Offer guidance and training to team members on matters related to compliance.
Additional Job Description
- This position is primarily a sedentary position performed in an office setting performing tasks at a desk or workstation and requires the ability to operate standard office equipment. The role also involves movement such as sitting, standing, walking and light lifting.
- The specific functions are dependent upon the position, but key responsibilities may involve utilizing computer systems and software applications to complete a variety of tasks, including typing, data entry, preparing reports, managing documents and/or files and communicating with customers or colleagues. The ability to effectively manage time and competing priorities is also critical.
- The position requires the ability to communicate effectively and to participate in virtual or in person meetings. The position requires the ability to commute by car, public transportation or other means of transportation because travel to the office is required at least occasionally and dependent upon the position, every scheduled workday.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position
-
Sales Team Leader
4 days ago
Bangalore, India Brad Realty Full timeJob Title: Relationship Manager & Sales Team Leader Location: Bangalore & Mumbai Industry: Real Estate Broking firm. Job Summary: We are seeking a dynamic and experienced Sales Team Leader to lead and motivate our real estate sales team. The ideal candidate will be responsible for achieving sales targets, driving business growth, and delivering exceptional...
-
US Mortgage
4 weeks ago
Bangalore Division, India Saaki Argus & Averil Consulting Full timeAbout our client Our client is one of the leading global digital services and solutions provider. Experience: 4+ years *Team handling experience is must* Roles & Responsibilities Lead and manage a Team of US Mortgage. Must have US Mortgage Experience Must have experience handling a Team Must Understand 4 C s Establish...
-
IT Infrastructure Team Leader
7 days ago
bangalore, India CrimsonLogic Full timeIT Infrastructure Team Leader – JD Summary Role Overview Seeking a hands-on IT Infrastructure Team Leader to manage network, firewall, and Oracle Cloud Infrastructure (OCI) across hybrid environments. This role ensures stability, scalability, and security of enterprise systems. Key Responsibilities Network & Firewall : Administer firewalls (Fortinet, Cisco...
-
IT Infrastructure Team Leader
1 week ago
bangalore, India CrimsonLogic Full timeIT Infrastructure Team Leader – JD SummaryRole Overview Seeking a hands-on IT Infrastructure Team Leader to manage network, firewall, and Oracle Cloud Infrastructure (OCI) across hybrid environments. This role ensures stability, scalability, and security of enterprise systems.Key ResponsibilitiesNetwork & Firewall: Administer firewalls (Fortinet, Cisco...
-
Team Leader
5 days ago
Delhi Division, India White Force Full timeJob description 1327"> Oversee daily team operations and ensure efficient workflow. Troubleshoot and resolve any issues that arise during operations. Assist in problem-solving and provide solutions in a timely manner. Communication and Reporting: Maintain regular communication with management and other departments.Provide progress reports, team performance...
-
Team Leader
2 days ago
bangalore, India Credence Global Solutions Full timeJob Title –Team Leader Department – Operations (RCM) Company Profile Credence Global Solutions is a diversified technology-driven financial transformation company with deep expertise and focus on Receivables Management, Health-care RCM, Technology Platforms and Contact Center verticals. Credence services leading telecommunication, health-care and media...
-
Team Leader
7 days ago
Bangalore, IN, SLK Software Private Limited Full timeTeam Leader - Intelligent Infrastructure ServicesDesktops, Laptops, and Mobile Devices: Administer and maintain a diverse fleet of desktops, laptops, and mobile devices running Windows, Mac OS, and Android. Ensure the stability, performance, and security of end user computing environments. Software Packaging and Deployment: Package and deploy software...
-
Team Leader
7 days ago
Bangalore, IN, SLK Software Private Limited Full time ₹ 6,00,000 - ₹ 18,00,000 per yearTeam Leader - Intelligent Infrastructure ServicesOperating Systems Administration: Administer and maintain of Windows servers . Ensure the stability, performance, and security of these platforms. Patch Management: Administer patch management processes for all supported operating systems to address vulnerabilities and maintain system health. Implement regular...
-
ASOC Team Leader
2 weeks ago
Bangalore, India Jobted IN C2 Full timeOverview: 170+ Years Strong. Industry Leader. Global Impact. At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we...
-
Sales Team Leader
21 hours ago
bangalore district, India Brad Realty Full timeJob Title: Relationship Manager & Sales Team Leader Location: Bangalore & Mumbai Industry: Real Estate Broking firm. Job Summary: We are seeking a dynamic and experienced Sales Team Leader to lead and motivate our real estate sales team. The ideal candidate will be responsible for achieving sales targets, driving business growth, and delivering exceptional...