Manager - Customer support

Responsibilities

Team Management: Lead, mentor, and motivate a team of Customer Service & Payment Support specialists and drive the team to achieve performance goals
Performance Monitoring: Track and evaluate the performance of team members, providing feedback and implementing improvement plans as necessary.
Training and Development: Conduct regular training sessions to enhance the skills and knowledge of the team regarding debt collection strategies and compliance requirements.
Compliance Assurance: Ensure all collection activities comply with industry regulations and company policies.
Reporting: Prepare and present regular reports on team performance, challenges, and achievements to senior management.
Customer Interaction: Handle escalated customer issues and complaints, ensuring a high level of customer satisfaction.
Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
Adhering to client defined Process Flows: Ensuring all operations activities during customer interactions comply with relevant process flows
Providing Customer Service: Offering excellent customer service while handling sensitive financial matters, balancing assertiveness with empathy