Job Description

Date posted: December 30, 2022


Plan, direct, or coordinate the operations of companies to operate more efficiently. Generate relevant operational documentation. Monitor operations to ensure organizational goals are met. Formulate policies, manage daily operations, and plan the use of materials and human resources.


Principal Functions & Responsibilities

  • Ability to critically think and resolve complicated income documents/scenarios
  • Continue to train employees on current roles and prepare them for career advancement. Below steps encompass this role as well:
  • Nesting/Training Resource
  • Corrective Action
  • Action plans (1:1)
  • Workshop/Bootcamp
  • Available for on-the-job resource to coach agents’ activity throughout the day
  • Ability to quickly and concisely implement new income verification/assessment strategies that the client has launched while limiting compliance exceptions.
  • Responsible for daily supervision of the teams including workload allocation, process improvements and people development.
  • Workload delegation. Make sure all floor agents are on task and volume is properly handled


  • With at least 2-3 years Team Lead Experience
  • Strong written communication skills, excellent grammar, spelling, and sentence construction
  • Flexible, Process Oriented, Optimistic and Goal Oriented
  • Can work with minimal supervision
  • Proficient in Word, Excel and PowerPoint for presentations and reports required
  • Professional demeanour, dependable, and able to maintain confidential information.

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