The main role of the Team Leader is to efficiently oversee a portfolio of residential sale and purchase transactions. You will manage and motivate a small team of Case Handlers to achieve conversion, compliance, and client care objectives
Duties
1. Manage and motivate a team of Case Handlers
2. Promote the Vision, Mission, and Values throughout the team
3. Establish and manage relationships with introducers into the department
4. Ensure clients and introducers always receive excellent service for positive feedback and repeat business
5. Ensure full utilization of the case management system by you and your team members following company guidelines
6. Ensure timely completions of all cases
7. Conduct audits to ensure best practices are followed
8. Assist in forming good habitual practices for compliance, management information (MI), telephony, file, workload management, and successful caseload handling
9. Identify and correct telephony anomalies, anticipating requirements for planned and unplanned absences
10. Utilize Management Information tools to influence best practices and track behaviors
11. Manage workload volumes within the team by monitoring incoming instructions and maintaining agreed capacity levels with forward planning and proactive actions
12. Identify and facilitate training to enhance team effectiveness
13. Handle next stage referrals for escalations from Case Handlers d...