Job Category: Customer ServiceJob Description:POSITION SUMMARY:JOB FUNCTION AND RESPONSIBILITIES:
Manage team of 13 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.
Must be proficient in all Microsoft Applications.
Good analytical and communication skills.
No documented disciplinary action in the past 12 months.
Should have an Appraisal rating of 'Fully Meets Expectations' or above in the last completed performance cycle.
Should have completed 18 months in the organization and 12 months in the current role.
WORK SCHEDULE OR TRAVEL REQUIREMENTS:Our call center hours of operation are Monday - Friday 8:00am - 9:00pm EST & Saturdays 8:00am - 5:00pm. Shifts will fall into those timeframes.
