As an Aussie Product Support Team Lead, you will support the Aussie Product Support Team Manager in overseeing daily operations while directly assisting Aussie Product Support Specialists in achieving their KPIs and staying on task. You will play a key role in ensuring brokers and customers receive exceptional service across all our White Label products, including Aussie Select, Aussie Elevate, and Aussie Activate. This includes coaching and mentoring the team, driving continuous improvement, managing escalations, and supporting process enhancements to maintain efficiency and service excellence.
What You鈥檒l Do:
- Oversee daily team operations, including managing rosters, monitoring call queues and wait times, tracking KPIs, and ensuring overall team performance.
- Provide guidance on loan servicing tasks, including repayments, statements, and complex loan variations, to maintain efficiency and service excellence.
- Coach, mentor, and develop team members to ensure high-quality service.
- Act as the first line of support for team inquiries and escalate issues as needed.
- Monitor team performance using key metrics and identify improvement opportunities.
- Handle first-level escalations by taking inbound complaint calls from team members in real-time, as well as making outbound calls to resolve complaints. This includes addressing concerns related to performance, behaviour, or compliance, while ensuring adherence to company policies, industry regulations, and process guidelines.
- Support workforce planning, including team scheduling and workload management and reporting.
- Collaborate with internal teams to enhance efficiency and customer experiences.