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Nightshift Risk Appeals Team Leader

Job Description

We want to ensure that every customer is able to reach us at a time that suits them; therefore we are hiring to support our Nightshift team. The Nightshift Risk Operations Team Leader builds, develops, and leads a group of employees into becoming a high performing team that meets and exceeds performance goals. The Team Leader engages and develops direct reports and fosters an open, collaborative environment where best practices are shared. Team Leaders also support and drive needs based initiatives through communication, coaching, best practice sharing, and calibrations. Our businesses can’t grow without effective risk management. Here's your chance to improve our customer experience – and at the same time, free up capital to invest in innovation, growth, and margin expansion. Develop world-class risk strategies that deliver loss targets while still keeping focused on the customer.


  • Review, communicate and coach to daily performance, quality, behaviour, and attendance standards at the individual and team level.Utilize formal corrective action procedures as required
  • Schedule, prepare and lead the required number of 1:1 coaching, team learning sessions, and stand-ups and ensure that they are interactive, engaging, and agent-driven based upon developmental needs
  • Complete the required number of case, email, and phone quality reviews per teammate each month
  • Work through cases and escalations as required
  • Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows, and guidelines
  • Participate in teammate selection, internal talent movement, training needs assessment, and closure of knowledge gaps


Preferred Qualifications

  • Strong verbal and written communication skills and the ability to effectively communicate with teammates, peer supervisors, and department management
  • Ability to direct and motivate others and effectively delegate in order to achieve goals
  • Demonstrated ability to drive for results (move the needle); understand and articulate the impact of key metrics to teammate and department results
  • Ability to recognize the need for, and lead, change management initiatives while maintaining and driving teammate engagement
  • Ability to effectively balance company and customer needs to deliver against NPS targets and business goals
  • Proficiency in external systems (Internet, Office Applications), and basic knowledge of applicable or relevant internal systems and software (such as Kana, Intranet, Admin Tools, Attack, Status Change, LMS, EWFM, and any other department-specific tools)

Job Requirements

  • 1+ years of related experience
  • BA/ BS degree or educational is equivalent

Apply Now!!

Ref: 31155BR


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