Team Lead, Call Center

The Team Lead, Customer Resolutions will play a key role in the coaching and development of the Customer Resolutions Coordinators under their supervision. Focus areas will include utilization of our technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores.  

Work Schedule:

•  The Team Lead must be available to work the shift of their team members.  Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm.  
• This is a hybrid position. Employee must be within commutable distance to the Plano, TX office.   
• This position is full-time. 

What Onity Mortgage Offers:

• Competitive benefits 
• 401(k) with company match after 1 year
• Paid holidays + 2 floating holidays + 1 volunteer day per year 
• 19 days of paid time off per year 
• Tuition assistance 
• Quarterly “Fun at Work” events 
• Opportunity for yearly merit increase in compensation

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

• Provide strategic oversight and direction regarding Onity’s Call Center Operation - Customer Resolutions department regarding performance and practices to ensure high quality product output and operational excellence throughout the organization.  
• Closely monitor various metrics such as Key Performance Indicators (KPIs) to achieve business objectives. 
• Manage a diverse team of associates located in the US with an emphasis on retention of high performing associates, coaching and professional development. 
• Oversee the execution of all Customer Resolutions processes to ensure a high degree of timeliness, accuracy, and compliance. 
• Leverage effective short, medium, and long-range planning to anticipate business needs as they arise and provide effective solutions to Executive Management.  
• Review departmental control reporting to ensure compliance with internal and external guidelines related to ERM servicing commitments. 
• Update and implement internal controls and procedures as risks are identified. 
• Ensure all internal policies and procedures are updated to reflect compliance changes. 
• Develop and document business process enhancements and opportunities for increased automation.  
• Login to the escalation queue to handle and manage queries and escalations real time.

Qualifications:  

To perform this job successfully, an individual must have the following education and/or experience:

• Bachelor’s degree or equivalent preferred           
• Minimum of one year experience leading a team in a call center environment
• Minimum of two years experience in a customer service or collections environment              
• Proficient with Microsoft Office products (e.g., Word, Excel, Outlook, etc.) 
• Strong written/verbal communication skills
• Persuasive demeanor with ability to make rational decisions based on business expectations.
• Ability to deal with conflict and resolve in accordance with business unit requirements
• Adapts well in a changing environment

Training/Licensing Requirements:  

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

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