Team Lead, Customer Resolutions
On-siteMount Laurel, New Jersey, United States
Job Summary
Provide strategic oversight and direction for the Customer Resolutions department, monitoring KPIs to drive performance and operational excellence. Manage a diverse US team by coaching associates, focusing on retention and professional development. Oversee execution of resolution processes to ensure timeliness, accuracy, and compliance with internal and external guidelines. Update internal controls and document business process enhancements while leveraging planning to anticipate Executive Management needs. Login to the escalation queue to handle and manage queries and escalations in real time. Work 12 pm to 9 pm Monday through Friday with rotating Saturdays from 8 am to 5 pm in a full-time, 100% in-office role at the Mt. Laurel, NJ location.
Required Qualifications
- Minimum of one year experience leading a team in a call center environment
- Minimum of two years experience in a customer service or collections environment
- Proficient with Microsoft Office products (e.g., Word, Excel, Outlook, etc.)
- Strong written/verbal communication skills
- Persuasive demeanor with ability to make rational decisions based on business expectations
- Ability to deal with conflict and resolve in accordance with business unit requirements
- Adapts well in a changing environment
- Must pass the Company's Background Screening process prior to beginning employment
- Must be able to pass client-specific background check requirements or Federal/State licensing requirements, if applicable
- Must be able to work a 40 hour work schedule between 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm
- Must be available to work rotating Saturdays
- Must be within commutable distance to the Mt. Laurel, NJ office
- Must be able to work in the office as required
Desired Qualifications
- Bachelor's degree or equivalent preferred
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