Careers

Job Openings >> Customer Service Manager, Inbound
Customer Service Manager, Inbound
Summary
Title:Customer Service Manager, Inbound
ID:1712
Department:Customer Service
Location:Houston, TX
Description

Summary:

 

Directly assists the Sr Director in the daily operations and makes sure the assets under their leadership perform to acceptable levels set forth by upper management.

 

Responsibilities:

  • Provides guidance and leadership for subordinate supervisors.

  • Oversees all inbound call related functions Develops, leads, and mentors all team members to reinforce skills and increase department effectiveness.

  • Reviews daily production and performance results and addresses successes and failures.

  • Sets hourly, daily, weekly, and monthly goals for teams and for the individual team members.

  • Schedules floor wide weekend manager coverage during weekends when employees are present.

  • Monitors and reviews inbound call stats daily Monitors inbound phone loops and manages the skills in which agents are assigned,

  • Develops and manages inbound call processes and process flows.

  • Tracks results of work efforts to assure desired levels of production and efficiency are achieved.

  • Adjusts strategies where required to account for inbound trending and/or for new portfolio acquisition.

  • Monitors employee levels and determines when additional employees are needed to keep appropriate levels of customer service. As well monitors staffing needs.

  • Interviews new employees as needed and facilitates the training and incorporation into the team.

  • Manages fixed and variable inbound cost.

     

     

     

Qualifications/Skills:

  • 10 years’ experience in collections or customer service, , or related industry with 5 years of direct employee supervisory experience.

  • General management skills required including strong organizational, communication, and leadership skills, preferably in a production environment.

  • Experience in a call center environment, Ability to train and motivate employees.

  • Strong excel and computer related skills required.

  • Able to work with deadlines and complete projects on time.

  • Strong conflict resolution skills.

  • Proficiency in data management.

  • Familiarity with the compliance requirements of FDCPA.

  • Moderate analytical skills.

 

Educational Requirements:

 

  • College degree preferred but not required

     

Alternatively, you can apply to this job using your profile on one of the following sites:


Powered by ApplicantStack

Shellpoint Mortgage Services is proud to be a part of the Shellpoint LLC family.