Application Support Team Lead (Hybrid)
Core
Lead a team of representatives in a lending operations contact center to ensure customer experience success and team efficiency.
Role type
Senior IC Application Support Team Lead (Lending Operations)
Builds
Customer support operations for non-prime consumers and businesses via online financial services
Domain
Financial Technology / Lending / Contact Center
Deliverable
dashboards & analysis
Required skills
Contact center operations, Lending industry knowledge, Data analysis, Problem-solving, Performance metrics management, Coaching
Preferred skills
Prior management experience, Reward and recognition tool usage
Responsibilities
Manage metrics and performance criteria to improve productivity, Review QA reports and customer surveys to provide coaching, Identify trends and recommend performance solutions, Support employee engagement with reward tools, Assist with ad-hoc projects
