Medicare Support Specialist supporting sales operations and acting as a liaison for Medicare advisors. Ensuring compliance and assisting with training and support for new advisors.
IA
Hybrid Team Lead, Customer Care Center – Resolutions
Posted 4 months ago
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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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