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Collections Team Lead
hace 2 meses
The Collections Team Lead is a key position within our organization, responsible for overseeing the daily operations of our call center area. This individual will work closely with the manager to ensure a smooth workflow and achieve predetermined goals.
Key Responsibilities- Assist in the day-to-day operations of the call center area to ensure efficient workflow and goal achievement.
- Collaborate with the manager to coach a team of representatives in providing high-quality customer care, focusing on building and retaining valuable customer relationships.
- Build and lead effective teams committed to delivering world-class customer care and achieving organizational objectives.
- Conduct regular assessments of team members' strengths and development needs, providing timely and specific feedback and performance management.
- Develop relationships with internal and external stakeholders to identify and understand customer and business needs.
- Ensure a culture of accountability, integrity, and respect within the team.
- 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.
- Stay up-to-date with technological advances in the industry to identify opportunities for enhancing current department operations.
- Strong communication and leadership skills.
- Ability to make sound business decisions and drive results.
- Experience in team management and performance coaching.
- Strong interpersonal skills and ability to build relationships with internal and external stakeholders.
- Bachelor's degree.
Citi is an equal opportunity and affirmative action employer. We are committed to diversity and inclusion in the workplace.
