Team Lead - Call Center

Customer Service Team Lead – Call Center

Location: On-site.

Position Objective

The Team Lead is responsible for overseeing a team of customer service and loan processing agents handling inquiries, application support, and account servicing. This role ensures high-quality service, compliance, and efficient loan processing aligned with company standards.

Key Responsibilities

• Handle escalation calls according to the assigned line of business.
• Support the onboarding and training process of new hires.
• Resolve operational questions and concerns raised by telephone agents.
• Monitor and audit calls from new hires to identify training gaps or opportunities for improvement.
• Provide support to the Operations Supervisor during team meetings and training sessions.
• Identify, analyze, and report trends and areas of opportunity within Operations.
• Serve as backup support and exec...