Hybrid Team Lead, Customer Care Center – Resolutions

at International Luxury Hotel Association

• Job title: Team Lead, Customer Care Center – Resolutions
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Mumbai, India

About the role

• Team Lead managing a customer care center operations for handling customer inquiries and grievances in Mumbai, India. Overseeing a team to achieve departmental goals and metrics effectively.

Responsibilities

• 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 or equivalent of fifteen years of education is a must.
• Team handling experience and international voice experience is must.
• Must be proficient in all Microsoft Applications.
• Good analytical and communication skills.

Benefits

• Ocwen Financial Solutions Private Limited is a wholly-owned subsidiary of Onity Group Inc.
• Commitment to Diversity, Equity & Inclusion.
• Equal employment opportunity.