Team Lead, Recovery Solutions

Responsibilities

• Monitor team performance against productivity and KPIs.
• Review accounts and assist team members with complex customer situations and escalations.
• Coach, mentor, and develop Team Members through feedback and training.
• Ensure compliance with company processes and policies.
• Analyze reporting to identify trends, risks and opportunities.
• Collaborate with internal departments to resolve identified issues.
• Foster a positive, customer-focused work environment.

Qualifications

• High school diploma or GED
• Advanced knowledge of CCI systems, processes, and procedures
• Experience working in a complex call center inbound/outbound environment
• Experience with highly complex and/or escalated calls required
• Strong oral and written communication skills
• Strong organizational skills and a high degree of detail orientation
• Ability to work in a high-stress environment
• Ability to work in a team environment
• Ability to work in a fast-paced office environment
• Ability to work a flexible schedule or varying shifts