Senior Voice Group Team Lead
4 weeks ago
Job Brief
Indecomm is seeking a highly skilled Team Leader for the Voice Group, who possesses exceptional communication skills, hands-on process expertise, and a solid background in US Customer Calling, Payoff & HOA requests, VOEs, and managing multiple projects. The ideal candidate should excel in team leadership, reporting, and data analysis, and actively contribute to initiatives that enhance processes.
Roles and Responsibilities
- Manage various tax products including regular refinance, water & sewer, and purchase products.
- Maintain up-to-date knowledge of the US Tax Domain, adhering to industry standards and guidelines.
- Stay informed on State and Federal regulations and requirements.
- Assist the manager in conducting employee evaluations and documenting staff feedback.
- Research and propose methods for service improvement, providing detailed management recommendations.
- Effectively manage workflow to ensure tasks are completed within SLA timelines.
- Conduct weekly quality assessments of assigned analysts, offering timely feedback and escalating issues to management when necessary.
- Monitor volumes and adjust staffing based on traffic patterns.
- Develop progressive disciplinary actions and employee development plans.
- Achieve daily targets and meet all SLAs as communicated.
- Perform additional duties as assigned by Management.
Requirements
- Bachelor's degree in any discipline.
- 1-3 years of team management experience is essential.
- Experience in international calling (US) is a plus.
- Proven track record of managing teams of 20-30 employees.
- Prior experience in training/coaching teams within the respective domain is preferred.
- Strong attention to detail, reporting, and problem-solving abilities.
- Excellent verbal and written communication skills.
- Proficiency in MS Office applications.
- Familiarity with US federal and state regulations related to compliance.
- Willingness to work flexible day and night shifts.
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