Team Lead

2 weeks ago

Bengaluru Rural, India Saaki Argus & Averil Consulting Full time

About our Client

A leading mortgage organization in the US

Job Description Summary

Overview

As a team lead, you will be responsible for managing a team of customer service representatives to ensure high service quality and operational efficiency. Key responsibilities include setting and monitoring performance targets, providing coaching and training, and handling escalated issues to maintain customer satisfaction and align with company objectives.

Key Responsibilities

  1. Lead and manage a voice team of mortgage originations.
  2. Must have mortgage originations experience.
  3. Must have experience handling a voice team.
  4. Must understand the 4 C's.
  5. Establish clear team goals aligned with departmental and company objectives.
  6. Monitor team performance regularly, offering feedback and coaching to enhance individual and team effectiveness.
  7. Design and execute training programs to improve team members' skills in managing chat and voice interactions.
  8. Conduct regular coaching sessions to address performance gaps and support ongoing skill development.
  9. Ensure daily operational efficiency of the chat and voice customer service team.
  10. Manage queue operations to optimize response times and meet service level agreements (SLAs).
  11. Enforce quality assurance protocols to uphold high service standards in chat and voice interactions.
  12. Perform audits and reviews of chat and voice communications to ensure compliance with company policies.
  13. Resolve escalated customer issues requiring advanced support beyond frontline representatives.
  14. Address customer complaints promptly and to their satisfaction.
  15. Collect and analyze customer feedback from chat and voice interactions.
  16. Utilize feedback insights to improve service delivery and enhance customer satisfaction.
  17. Produce reports on team performance metrics such as response times, resolution rates, and customer satisfaction scores.
  18. Stay informed about advancements in customer service technologies and recommend upgrades to boost team efficiency.
  19. Uphold adherence to company policies, procedures, and regulatory requirements in all chat and voice interactions.
  20. Offer guidance and training to team members on matters related to compliance.

Physical and Mental Demands

  • This position is primarily a sedentary position performed in an office setting.
  • The role requires the ability to operate standard office equipment and utilize computer systems and software applications.
  • The ability to effectively manage time and competing priorities is also critical.
  • The position requires the ability to communicate effectively and participate in virtual or in-person meetings.

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