Team Lead, Customer Care Center – Resolutions
International Luxury Hotel Association
full-time
Posted on:
Location Type: Hybrid
Location: Mumbai • 🇮🇳 India
Visit company websiteJob Level
Senior
About the role
- 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.
Requirements
- 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.
Benefits
- Ocwen Financial Solutions Private Limited is a wholly-owned subsidiary of Onity Group Inc.
- Commitment to Diversity, Equity & Inclusion.
- Equal employment opportunity.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance reviewauditscustomer inquiriesloan resolutiondelinquency managementquality metricsNPSStella resultsemployee productivityphone performance metrics
Soft skills
team managementcommunicationanalytical skillsmotivationindependenceprioritizationfeedbackengagementproblem-solvingcollaboration
Certifications
Bachelor’s degree