Team Lead - Customer Relations

Team Lead - Customer Relations (5:00 pm - 2:00 am IST Shift) - Bangalore, India

THIS IS A  FULL-TIME POSITION, BASED IN OUR BANGALORE, INDIA OFFICE

THE ROLE

You will be the driving force of MPOWERs Bangalore-based team of Customer Relations Associates (CRAs), who help students world-wide to move smoothly through our loan application process and achieve their education goals. Youll oversee and support the inbound voice and written communication channels. Your focus will be to deliver exceptional experiences while communicating key value propositions to each and every student. 

• Owning the customer experience by delivering superior service through multiple channels (phone, email, chat, etc.) to both responsively and proactively connect with potential borrowers and applicants to help them navigate the loan process or troubleshoot issues
• Managing the prioritization and workflow for a team of Customer Relations Associates, including setting daily and weekly targets, unblocking conversion obstacles, and monitoring SLAs and KPIs, to achieve the volume and revenue targets 
• Designing and executing conversion related initiatives, including call and email campaigns, to increase conversions
• Managing escalated customer concerns and applicant feedback to improve the application process
• Collaborating closely with QA, Training and Analytics to impact overall team performance growth
• Supervising all aspects of call center operations to ensure consistency across shifts, accountability of team members and high quality support for both customers and internal team
• Coaching and mentoring team members to help promote a curiosity and learning mindset while positioning them for long term professional nd personal growth opportunities

THE QUALIFICATIONS

• Bachelor’s degree in a qualitative field, or higher
• 6+  years of B2C global  customer service or support experience in a high-touch, fast-paced environment
• 2+ years in a supervisory capacity for a high-performing team
• Prior work experience within financial services, insurance, and higher education industries required 
• Must have proven track record in a sales oriented and/or targets driven environment
• Passion for customer service and relationship management with an innate sense of service and empathy for others
• Exceptional leadership skills and ability to relate to people with varied backgrounds and career ambitions
• Outstanding written and verbal communication skills in English and comfortable interacting with global customers via multiple communication channels. 
• Excellent organizational skills and attention to detail
• A proficiency in other foreign / international or regional Indian languages would be a plus

A passion for financial inclusion and access to higher education is a must, as well as comfortable working with a global team across multiple-time zones and sites!

In addition, you should be comfortable working in a fast growth environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines, a high degree of autonomy, and 80-20 everything.