Disputes Team Leader

Role Overview

• Oversee daily operations, allocate tasks efficiently, and ensure deadlines are met while maintaining adherence to quality standards
• Provide guidance, feedback, and professional development opportunities to team members, including junior leaders
• Develop and implement plans to achieve team objectives, set clear goals, and monitor performance metrics to identify areas for improvement
• Coordinate workflows, implement process improvements, and enforce operational policies and procedures
• Address escalated issues, mediate disputes, and foster a positive, collaborative team environment
• Act as a liaison between the team and higher management, ensuring alignment with organizational goals and facilitating cross-functional collaboration
• Conduct regular team meetings, performance reviews, and provide actionable feedback to enhance productivity and engagement
• Organize activities to enhance cohesion and morale, ensuring a collaborative team dynamic
• Senior Team Leaders often mentor junior leaders and contribute to succession planning within the organization
• Manage Customer & Consumer expectations & escalations with confidence, ensuring that requirements are understood and delivered within agreed timescales
• Recruit, train, and provide continuous coaching for contact center staff
• Work with the Global QA department to ensure consistent and high-quality consumer experience and outcomes
• Prepare reports and analyze contact center data to identify trends, improve processes, ensure resources are properly allocated to maximize efficiency and customer satisfaction
• Ensure compliance with company/country policies and procedures, as well as legal regulatory requirements

Requirements

• 3-5 years’ experience in managing a team remotely
• 5-8 years’ experience of working in a management/supervisory position in a services call center
• 4-5 years solid background in managing back-office functions
• Excellent leadership and time management skills
• Excellent written and verbal communication skills
• Strong planning and organization skills
• Strong problem solving and decision-making skills
• Working knowledge of customer service software and CRM tools
• Excellent excel and presentation skills
• 3-4 years’ experience in creating reports and analyzing data

Benefits

• Flexible work arrangements
• Professional development opportunities