About this role
As the Team Leader Operations, you will play a crucial role in driving the success of our Collections | FOS department. Your primary responsibility will be to lead and motivate a team of Customer Care Executives, ensuring they deliver exceptional customer service and meet our high standards. You will be responsible for the overall operations and performance of the team, implementing strategies to enhance efficiency and productivity.
• Lead and manage a team of Customer Care Executives, providing guidance and support to ensure high-quality service delivery. • Oversee daily operations, ensuring smooth and efficient workflow within the department. • Monitor and evaluate team performance, providing regular feedback and coaching to enhance individual and team productivity. • Implement and maintain effective customer service strategies, ensuring a positive and satisfying customer experience. • Handle complex customer inquiries and escalations, providing timely and accurate resolutions. • Collaborate with other departments to ensure seamless integration and effective communication. • Conduct regular team meetings, fostering a positive and collaborative work environment. • Identify areas for process improvement and implement innovative solutions to enhance operational efficiency. • Ensure compliance with company policies and procedures, maintaining a high standard of professionalism. • Stay updated with industry trends and best practices, continuously improving our customer service approach.
• Minimum of 5 years of experience in a customer service leadership role, preferably in a collections or financial services environment. • Proven track record of successfully managing and leading a team of customer care professionals. • Excellent interpersonal and communication skills, with the ability to build strong relationships with team members and customers. • Strong problem-solving and analytical skills, with the ability to make sound decisions and provide effective solutions. • Proficiency in using customer relationship management (CRM) systems and other relevant software tools. • Ability to work in a fast-paced, dynamic environment, handling multiple tasks and priorities effectively. • Excellent time management and organizational skills, with the ability to meet deadlines and manage a high volume of work. • Strong leadership and mentoring skills, with a focus on developing and empowering team members. • A customer-centric approach, with a deep understanding of customer needs and expectations. • Willingness to continuously learn and adapt to new technologies and industry trends.