Team Leader

As a Team Leader, you will play a crucial role in our Collections | FOS department, acting as a key point of contact for customers. Your primary responsibility is to ensure high-quality service and customer satisfaction. You will lead and guide a team of Customer Relationship Executives (CREs), monitoring and improving their performance.

Additionally, you will handle customer inquiries, resolve complaints, and provide accurate information via phone and chat. Lead and motivate a team of Customer Relationship Executives (CREs). Monitor and evaluate CRE performance, providing constructive feedback and guidance. Handle customer inquiries and complaints, ensuring timely and effective resolutions.

Provide accurate and up-to-date information to customers via phone and chat. Ensure compliance with company policies and procedures, maintaining a professional and courteous attitude. Collaborate with other departments to improve processes and enhance customer experience. Conduct regular team meetings to discuss performance, goals, and any issues.

Train and mentor CREs to develop their skills and knowledge. Maintain accurate records and documentation of customer interactions. Stay updated with industry trends and best practices to enhance team performance. A minimum of 3 years of experience in a team leadership role, preferably in a customer-facing environment.

Strong leadership and interpersonal skills, with the ability to motivate and inspire a team. Excellent communication skills, both verbal and written, with a focus on active listening. Proficiency in using customer relationship management (CRM) systems and tools. Ability to handle multiple tasks simultaneously and prioritize effectively.

Strong problem-solving and conflict resolution skills. A customer-centric approach with a focus on delivering exceptional service. Analytical skills to interpret data and make informed decisions. Flexibility to adapt to changing work environments and priorities. A positive and professional attitude, with a commitment to continuous learning and improvement.