The collections team lead manages a small team of clerical/support employees, delegating straightforward tasks and applying technical and professional principles to achieve team objectives. Ensures quality and service standards are met, understands procedures within their technical area, and collaborates effectively with other teams. The role involves communicating clearly and being sensitive to audience diversity, with limited but direct impact on the business through the quality of work and services provided. Responsibilities include:
1. assisting in daily call center operations to ensure smooth workflow and goal achievement.
2. coaching a team of approximately 35-45 representatives to deliver high-quality customer care, focusing on building customer relationships and delivering value-added services, including resource allocation, goal setting, and adapting to change.
3. building effective teams committed to customer care and organizational goals.
4. assessing employee strengths and development needs, providing feedback, and managing performance.
5. creating a trusting work environment and fostering a culture of accountability, integrity, and respect.
6. addressing escalated issues and guiding team members to resolution.
7. negotiating solutions and liaising with customers when necessary.
8. monitoring industry technological advances to improve department operations.
9. performing other duties as assigned, with a focus on delivering exceptional client experiences and ensuring compliance with laws and regulations.
qualifications include strong communication skills, solid pc skills, sound decision-making, leadership abilities, and interpersonal skills. A bachelor's degree is required. The role also involves managing a team of 7-8 members, supervising collection activities, monitoring key indicators, addressing operational issues, handling vip and escalated clients, conducting follow-ups with management, performing banking transfers related to collections, and providing training. Requisite experience includes team management, effective communication, and knowledge of collections. The job is located in metepec with working hours from 2:30 pm to 9 pm, monday to sunday with a saturday off. Citi is an equal opportunity employer, committed to diversity and inclusion, and provides accommodations for applicants with disabilities.
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