Found Description
Customer Service Team Lead – Call Center
Location: On-site.
Position Objective
The Team Lead is responsible for overseeing a team of customer service and loan processing agents handling inquiries, application support, and account servicing. This role ensures high-quality service, compliance, and efficient loan processing aligned with company standards.
Key Responsibilities
- Handle escalation calls according to the assigned line of business.
- Support the onboarding and training process of new hires.
- Resolve operational questions and concerns raised by telephone agents.
- Monitor and audit calls from new hires to identify training gaps or opportunities for improvement.
- Provide support to the Operations Supervisor during team meetings and training sessions.
- Identify, analyze, and report trends and areas of opportunity within Operations.
- Serve as backup support and exec...