Operations Manager ensuring daily operational excellence in loan servicing with PNC. Collaborating with teams and resolving issues while maintaining quality control.
About the role
- Team Leader supervising call center associates at Concentrix. Ensuring performance metrics are met through coaching and accountability in a customer service environment.
Responsibilities
- Managing People through the day-to-day supervision of a group of call center associates
- Ensure performance metrics are achieved by providing coaching, motivation, and accountability
- Responsible for monitoring work and attendance of call center associates
- Coach direct reports on performance to ensure metrics are achieved
- Identify performance related issues and develop action plans for improvement
- Ensure service delivered meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
- Communicate expectations to employees and provide updates
- Provide expertise in handling escalated customer calls
- Conduct Team Meetings for communication of relevant information
- Schedule and organize team activities
Requirements
- Bachelor's Degree in related field from a four-year college or university
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
- Ability to mentor, coach and provide direction to a team of employees
- Self-starter, sense of urgency, and works well under pressure
- Ability to foster a sense of professionalism and relationship building for self and team
Benefits
- Professional development
- Health insurance
- Paid time off
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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