Team Lead - Customer Care Center Job in Mumbai at Onity Group Inc.

Onity is hiring for the role of Team Lead - Customer Care Center!

Responsibilities of the Candidate:

• 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

• Bachelor’s degree
• Team handling experience and international voice experience is must  
• Must be proficient in all Microsoft Applications.
• Good analytical and communication skills.