About our client

Our client is one of the leading global digital services and solutions provider.

Experience: 4+ years

*Team handling experience is must*

Roles & Responsibilities

- Lead and manage a Team of US Mortgage.

- Must have US Mortgage Experience

- Must have experience handling a Team

- Must Understand 4 Cs

- Establish explicit team goals aligned with departmental and company objectives

- Monitor team performance regularly, offering feedback and coaching to enhance individual and team effectiveness.

- Design and execute training programs to improve team members' skills.

- Conduct regular coaching sessions to address performance gaps and support ongoing skill development.

- Ensure daily operational efficiency of the customer service team.

- Manage queue operations to optimize response times and meet service level agreements (SLAs).

- Enforce quality assurance protocols to uphold high service standards.





- Perform audits and reviews to ensure compliance with company policies.

- Resolve escalated customer issues requiring advanced support beyond frontline representatives.

- Address customer complaints promptly and to their satisfaction.

- Collect and analyze customer feedback.

- Utilize feedback insights to improve service delivery and enhance customer satisfaction.

- Produce reports on team performance metrics such as response times, resolution rates, and customer satisfaction scores.

- Stay informed about advancements in customer service technologies and recommend upgrades to boost team efficiency.

- Uphold adherence to company policies, procedures, and regulatory requirements.

- Offer guidance and training to team members on matters related to compliance.

📌 US Mortgage - Team Leader (India)
🏢 Saaki Argus And Averil Consulting
📍 India