Customer Care Team Lead (Inbound) at Mogo Finance

Job Purpose

To lead and manage the inbound Customer Care team, ensuring excellent service delivery, efficient issue resolution, and achievement of key performance indicators (KPIs). The role involves supervising daily operations, coaching team members, monitoring performance, and driving initiatives to enhance the overall customer experience.

Key Responsibilities

Team Management

• Supervise, mentor, and support a team of inbound Customer Care Agents.
• Schedule shifts and allocate tasks to ensure proper staffing during peak and off-peak hours.
• Conduct regular team meetings to communicate updates, address concerns, and foster team cohesion.

Performance Monitoring

• Track and analyze individual and team KPIs (e.g., call response times, first-call resolution, lead generation, CAT coding, and loan issuances).
• Provide regular feedback and conduct performance reviews for team members.
• Develop performance improvement plans for underperforming staff and recognize high achievers.

Customer Experience Enhancement

• Monitor and assess customer calls to ensure adherence to quality standards and company policies.
• Ensure timely and proper resolution of customer issues.
• Identify trends in customer concerns and recommend process improvements to enhance satisfaction.

Training & Development

• Train new team members and provide ongoing coaching to enhance skills and product knowledge.
• Keep the team informed of company updates and process changes to maintain effective information flow.

Operational Efficiency

• Develop and implement strategies to improve efficiency and reduce customer wait times.
• Monitor and manage workflows, ensuring all customer interactions are handled promptly and effectively.
• Utilize ERP and Redash systems to track team activities and generate data-driven insights for decision-making.

Reporting

• Prepare daily, weekly, and monthly reports on team performance and customer feedback.
• Provide insights and actionable recommendations to management based on analysis of operational data.

What you will need:

Qualifications and Requirements

• At least 2 years of experience as a Customer Care Agent.
• Degree or Diploma in Public Relations or a Business-related field.
• Fluency in both English and Swahili.
• Excellent communication and collaboration skills.
• High level of loyalty, professionalism, and integrity