Collections Team Lead

hace 1 día


Xico, México Citi A tiempo completo

Job Summary

The Collections Team Lead is a critical role within Citi's operations, responsible for leading a team of clerical/support employees in a call center environment. As a seasoned professional, you will allocate work, delegate tasks, and supervise the team to ensure seamless workflow and achievement of predetermined goals.

Key Responsibilities

  • Assist in the day-to-day operations of the call center area to maintain a smooth workflow and achieve predetermined goals.
  • Collaborate with the manager to coach a team of approximately 35-45 representatives in delivering high-quality customer care, focusing on building and retaining valuable customer relationships, and committed to delivering value-added products and services.
  • Build and lead effective teams committed to delivering world-class customer care and achieving organizational goals.
  • Accurately assess the strengths and development needs of employees, providing timely and specific feedback and performance management.
  • Establish and foster relationships with others throughout the business unit and the company to identify and understand customer and business needs.
  • Create a trusting and engaging work environment that promotes a culture of accountability, integrity, and respect.
  • Identify and analyze escalated problems, providing guidance to team members for resolution.
  • Negotiate solutions and act as a liaison with internal and external customers when necessary.
  • Monitor, research, and evaluate technological advances in the industry to identify suitable alternatives for enhancing current department operations.
  • Perform other job-related duties as assigned.

Requirements

Fulfilling the clients' needs while providing an exceptional client experience is the expected behavior from all employees, measured by specific metrics.


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