Banamex collections team lead - c09 - estado de mexico
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the collections team lead manages a small team of clerical/support employees, delegating and supervising straightforward tasks. The role requires applying technical and professional knowledge, ensuring quality and service, and understanding team objectives and procedures. The impact is limited to the team, focusing on task quality and service delivery. Responsibilities include:
* assisting daily operations of the call center to ensure smooth workflow and goal achievement.
* coaching a team of approximately 35-45 representatives to deliver high-quality customer care, build customer relationships, and deliver value-added products and services. This involves resource allocation, goal setting, forecasting, and managing change.
* building effective teams committed to delivering excellent customer service and achieving organizational goals.
* assessing employee strengths and development needs, providing feedback, and managing performance.
* creating a trusting and engaging work environment with a culture of accountability, integrity, and respect.
* identifying and resolving escalated problems, negotiating solutions, and liaising with customers.
* monitoring technological advances to improve department operations.
* performing other related duties as assigned.
* ensuring client needs are met with exceptional service, measured by specific metrics.
* assessing risks in business decisions, ensuring compliance with laws and regulations, and maintaining high ethical standards.
qualifications include strong communication, pc skills, decision-making, leadership, and interpersonal skills. A bachelor's degree is required. The role involves managing a team for debt recovery of credit cards and supporting retail operations.
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