Collections Team Lead

hace 6 días


Ciudad de México, Ciudad de México Citi A tiempo completo
Job Summary

The Collections Team Lead is a key role within Citi's Operations team, responsible for overseeing the day-to-day activities of a small team of clerical/support employees. This position requires strong leadership skills, with the ability to delegate tasks, supervise, and ensure the quality of work produced by the team.

Key Responsibilities
  • Team Leadership: Assist in the management of the call center area, ensuring a smooth workflow and achieving predetermined goals.
  • Coaching and Development: Collaborate with the manager to coach a team of representatives, focusing on delivering high-quality customer care, building customer relationships, and providing value-added products and services.
  • Team Building: Foster effective and strong teams committed to delivering world-class customer care and achieving organizational goals.
  • Performance Management: Accurately assess the strengths and development needs of employees, providing timely and specific feedback and performance management.
  • Culture and Accountability: Ensure a culture of accountability, integrity, and respect within the team.
  • Problem-Solving: Identify and analyze escalated problems, providing guidance to team members for resolution.
  • Communication and Liaison: Negotiate solutions and act as a liaison with internal and external customers when necessary.
  • Industry Research: Monitor, research, and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations.
Qualifications
  • Strong Communication Skills: Possess excellent communication skills, with the ability to make sound business decisions and provide clear guidance to team members.
  • Leadership and Motivation: Demonstrate strong leadership skills, with the ability to direct and motivate staff with integrity and ethics.
  • Education: Hold a Bachelor's degree.
About Citi

Citi is an equal opportunity and affirmative action employer. We are committed to creating a diverse and inclusive work environment that values and respects all employees. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional customer service.


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