Team Leader
Team Leader
Team Leader
Boundless Immigration
Boundless Immigration is seeking a Team Leader for their Payment Solutions team, responsible for leading and coaching agents, managing payment escalations, and utilizing data analytics tools to drive performance improvements. The company focuses on providing customer-centric immigration solutions and has established itself as a leader in the family immigration industry since 2020.
Qualification
- Experience in team leadership or management
- Strong understanding of payment processing and finance operations
- Proficiency in data analytics tools such as Sigma, PowerBI, Looker, or KNIME
- Ability to monitor and analyze performance metrics
- Excellent communication and interpersonal skills
- Experience in customer service or support roles
- Ability to work collaboratively with cross-functional teams
Responsibility
- Lead and coach a team of Payment Solutions agents through daily standups, 1:1 coaching sessions, and monthly performance reviews
- Monitor individual and team performance against KPIs and quality benchmarks
- Manage payment escalations, ensure accurate processing, and support finance and accounting-related tasks
- Use data analytics tools (e.g., Sigma, PowerBI, Looker, KNIME) to monitor trends, flag issues, and drive improvements
- Assign caseloads and balance bandwidth across the team based on volume and performance data
- Conduct regular audits of case handling and communications to maintain quality and compliance with SOPs
- Own and maintain Operations Trackers and agent-level reporting to support performance management
- Handle Level 1 escalations related to payments across all channels (email, calls, chat)
- Partner with cross-functional teams (Product, CS, Engineering) to support new product launches or updates with payment impacts
