Retail Asset-Team Leader-PERSONAL LOANS-Contact Centre Inbound

The Retail Asset-Team Leader will play a crucial role in managing and developing a high-performing team within the Personal Loans Contact Centre. This role involves overseeing the day-to-day operations, providing guidance and support to team members, and ensuring a positive customer experience. The leader will work closely with the management team to implement strategies and achieve business goals.

• A minimum of 3 years of experience in a leadership role within a contact center or customer service environment.
• Proven track record of successfully managing and developing high-performing teams.
• Excellent interpersonal and communication skills, with the ability to build strong relationships.
• Strong problem-solving and decision-making abilities, with a customer-focused mindset.
• Proficiency in using CRM systems and other relevant software tools.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Analytical skills to interpret data and make informed decisions.
• Flexibility to adapt to changing business needs and work schedules.
• A degree in Business Administration, Finance, or a related field is preferred.

• Lead and motivate a team of customer service representatives, fostering a positive and productive work environment.
• Ensure efficient and accurate processing of personal loan applications, meeting service level agreements.
• Monitor and evaluate team performance, providing regular feedback and coaching to enhance skills.
• Handle customer inquiries and complaints, ensuring timely and satisfactory resolutions.
• Implement and maintain quality control measures to uphold high standards of service.
• Collaborate with other departments to streamline processes and improve overall customer satisfaction.
• Stay updated on industry trends and best practices, implementing innovative solutions when necessary.
• Conduct regular team meetings to discuss performance, goals, and any operational challenges.
• Maintain a high level of professionalism and customer-centric approach in all interactions.