Team Lead, Call Center Operations

Description

• Conduct performance evaluations and implement coaching programs.
• Analyze call center metrics (volume, accuracy, turnaround times).
• Drive continuous improvement initiatives using data analytics.
• Foster a positive, high-performance culture.
• Implement risk management practices to prevent fraud.
• Manage workforce scheduling for optimal coverage.
• Oversee daily call center operations, including inbound/outbound credit customer service calls, emails and helpdesk tickets.
• Prepare reports for senior leadership on performance and improvement opportunities.
• Monitor call quality and adherence to verification protocols.
• Ensure compliance with financial regulations and data security standards.
• Maintain compliance with lending and member service policies.
• Develop and implement operational strategies to meet customer service goals and SLAs.
• Recruit, train, and mentor customer service agents.
• Establish KPIs for efficiency, accuracy, and customer satisfaction.

Requirements

• Skills: Leadership, communication, problem-solving, analytics, Meridian Link and Zendesk, and compliance knowledge.
• call center management experience within financial services or mortgage industry.
• Proven experience as as Team Lead for multi-shift operations.

Benefits

• Paid Parental Leave
• $50,000 and up annually for qualified candidates
• Comprehensive insurance plans like Medical, Dental, Personal Accident Benefit and Life Insurance
• Opportunities to join community service initiatives, such as Habitat for Humanity
• Competitive salary based on your experience and skills – we believe the top talent deserves the top rate
• Wellness/EAP Programs
• 10 paid holidays, plus 19 paid-time-off days per year

Training + Development

Interview process

Visa Sponsorship

Security clearance