About 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
- 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.
- Conduct regular coaching sessions to address performance gaps and support ongoing skill development.
- Ensure daily operational efficiency of the 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.
- Perform audits and reviews 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.
- 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.
- Offer guidance and training to team members on matters related to compliance.
