Team Lead, Customer Care Center

3 weeks ago

Southern Manila District, Philippines Ocwen Financial Full time

Responsibilities

  • 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.
Qualifications
  • Bachelor’s degree or equivalent of fifteen years of education is a must.
  • Must be proficient in all Microsoft Applications.
  • Good analytical and communication skills.
  • No documented disciplinary action in the past 12 months.
  • Should have an Appraisal rating of ‘Fully Meets Expectations’ or above in the last completed performance cycle.
  • Should have completed 9 months in the current role.
Work Schedule or Travel Requirements

Our call center hours of operation are Monday – Friday 8:00am – 9:00pm EST & Saturdays 8:00am – 5:00pm. Shifts will fall into those timeframes.

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