About this role
JOB FUNCTION AND RESPONSIBILITIES:
- Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
- Effectively lead the day to day operations of team members to meet/exceed productivity, adherence and staffing requirements
- Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals
- Successfully handle customer escalations and complaints
- Analyze daily, weekly and monthly reporting trends that relate to Customer Service
- Identify process breakdowns and recommend suggested resolutions
- Ability to prioritize assigned task
- Ability to communicate/educate staff with policies and procedures
- Achieve and/or Exceed Productivity/Quality Goal set by Department
- Manage and Execute action plans set forth to help achieve/exceed Departmental Goals
- Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals
- Complete ad-hoc projects when necessary
- Improve employee satisfaction and reduce attrition
- Supply timely report to direct reports
QUALIFICATION:
- Strong background in refinance and sales
- Strong expertise in Lean Management
- Graduate of Bachelor’s Degree
- Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals
- Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines
- Must be and an efficient communicator and problem solver with excellent written and verbal communication skills
- Proficient with Microsoft Application and have the ability to learn software applications.
WORK SCHEDULE OR TRAVEL REQUIREMENTS:
Night Shift/ Scheduled shift changes as a result of business needs (employee must be flexible)