
Spanish Bilingual
4 days ago
JOB FUNCTIONS AND 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
Requirements:
- Must have a bachelor's degree
- Fluency in both English and Spanish, with excellent communication and interpersonal skills
- A result driven individual with strong background in leadership
- Strong problem-solving, decision-making, and conflict resolution abilities
- Proficiency in data analysis and performance management, with the ability to identify and implement process improvements
- Demonstrated experience in coaching and developing high-performing teams
- Familiarity with customer relationship management (CRM) software and call centre systems
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