Customer Experience Team Leader

Transforming Debt Recovery: Lead a Global Team from Home!

As a Team Leader in the debt collections industry your role transcends geographical limitations offering a global platform right from the comfort of your home turf. Picture yourself at the forefront of innovation steering a diverse team towards unprecedented success while making impactful decisions that shape the future of debt recovery. This isnt just a job; its a passport to endless growth and advancement. Seamlessly integrate into a worldwide network of professionals leveraging your expertise to navigate through challenges and triumphs alike. Manage a team dedicated to a strategic client ensuring all client expectations and SLAs are met while actively supporting the team to achieve business objectives. If you thrive in a fastpaced environment see challenges as opportunities to innovate and are motivated by the chance to build something great while delighting in the growth and success of your team and customers then this Team Leader position is the perfect fit for you.

• Employment type: Fulltime
  
• Shift: Night Shift
  
• Work setup: Permanent WFH
  

• Manage a team dedicated to a strategic client ensuring meeting all client expectations and SLAs in regards to quality across both digital and inbound outbound voice interactions
  
• Monitor key metrics (including quality productivity and revenue for outbound voice agents) at a team and individual level
  
• Provide regular and impactful coaching to your team
  
• Partner with the QA team to implement and execute an effective QA program
  
• Handle escalations to ensure customers have any concerns resolved
  
• Role model our core values and guide your team to demonstrate these values every day
  
• Support your team in their personal growth and career goals
  
• Maintain a thorough knowledge of all relevant regulations and monitor compliance within your team
  
• Work with your team your peers and other functions to identify and implement process improvements to improve efficiency effectiveness or quality and deliver worldclass service for our customers
  
• Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management
  
• Actively and effectively support the team to achieve business objectives while maintaining high team engagement
  
• Taking calls and digital interactions based on volume or team availability
  
• Be the representative for the Customer team on relevant client calls calibrations and audits
  

Must have:

• 1 years of experience leading a team in a dynamic environment
  
• Passion for supporting and fostering team growth positively impacting our customers debtfree journey
  
• Strong leadership skills that inspire team members to excel by example
  
• Exceptional listening and comprehension abilities
  
• Strong initiative and adaptability to new projects suggesting process improvements
  
• Proficiency in Google Suite and willingness to learn and embrace new systems
  
• Excellent written and verbal communication skills for clear interaction with team members and customers aiming for a worldclass customer service experience
  
• Strong selforganization decisionmaking and analytical abilities
  
• Creative problemsolving skills
  
• Strong attention to detail
  
• Ability to travel to Las Vegas Nevada for client onsite audits
  

Nice to have:

• Experience working over the phone with customers preferably in the debt collection space
  
• Fluency in written listening and spoken Spanish
  
• Familiarity with debt collection regulations in the United States
  
• Exposure to a highgrowth startup environment
  

• Day 1 HMO coverage
  
• Work from home arrangement
  
• Prime office locations with gym access
  
• Great work culture
  
• Exposure to international clients and tech
  
• Career growth opportunities
  
• Supportive work environment
  
• Engaging employee activities
  

Our client stands at the forefront of revolutionizing debt recovery challenging industry norms with a mission to redefine the customer experience. Theyre dedicated to providing innovative solutions that empower individuals on their debtfree journey. With a focus on leveraging technology and empathy our client aims to transform debt collection into a seamless and supportive process. By combining emotional intelligence with digital innovation theyre reshaping the landscape of debt recovery offering a new paradigm of customercentric solutions that prioritize autonomy and convenience. Join our client in their quest to revolutionize debt recovery for good.

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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