Customer Care Team Lead (Inbound) at Mogo Finance

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, Call Coding and loan issuances). 
• Provide regular feedback and performance reviews to team members. 
• Develop performance improvement plans for underperforming staff and recognize high achievers. 

Customer Experience Enhancement: 

• Monitor and assess calls to ensure adherence to quality standards and policies. 
• Ensure customer complaints are escalated to the customer success team to ensure proper resolution. 
• Identify trends in customer issues and recommend process improvements. 

Training & Development: 

• Train new team members and provide ongoing coaching to enhance skills and product knowledge. 
• Ensure to update the team timely on changes occuring within the company to ensure good information flow. 

Operational Efficiency: 

• Develop and implement strategies to improve efficiency and reduce customer wait times. 
• Monitor and manage workflows, ensuring calls are handled promptly and effectively. 
• Utilize ERP and Re-dash to track team activities and generate insights for decision-making. 

Reporting: 

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

Requirements

• Must have a degree or diploma in Business Administration or any other relevant related field. 
• At least one-year Previous relevant experience in Logbook and Dispatch would be an added advantage. 
• Strong analytical and problem-solving skills. 
• Excellent knowledge of record keeping. 
• Ability to adapt quickly and work independently. 
• Must be fluency in English and Kiswahili. 
• Must have a high degree of integrity and loyalty.