Careers

Job Openings >> Customer Service Supervisor
Customer Service Supervisor
Summary
Title:Customer Service Supervisor
ID:1728
Department:Customer Service
Location:Houston, TX
Description

Summary:

 

The Inbound Supervisor is responsible for managing the Performing Mortgage Inbound Customer Service team. They will directly assist the Contact Center Manager in the daily operations and ensures their team meets acceptable levels of performance set forth by management.

 

Responsibilities:

  • Responsible for maintaining a staff of approximately 15 employees.

  • Provide guidance and leadership and mentor staff to develop and reinforce skills and effectiveness.

  • Monitor inbound call production and performance results. Ensure staff stays within defined production expectations (e.g., inbound call loop, etc…)

  • Correct errant activity and provide feedback, when appropriate.

  • Track daily results of work efforts to assure required levels of production and efficiency are achieved.

    1. employee relations issues with staff as necessary.
  • Assist the audit department by performing random sample audits of account records.

  • Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed.

  • This individual must be flexible and able to work different hours/shifts, if needed.

  • Must be a good motivator, self-driven, and willing to do what it takes to “get the job done”.

  • Monitors and reviews inbound calls stats daily.

  • Oversee phone skills and toll-free numbers

  • Monitor Paid Time Off (PTO) for team in coordination with the work schedule.

  • Performs regular 1:1 coaching and development sessions with direct reports.

 

Qualifications/Skills:

  • 5+ years’ experience in collections, customer service, or a related industry

  • Previous management experience or current participant in our internal management training series.

  • Managerial skills including strong organizational, communication, and leadership skills.

  • Ability to train and motivate employees.

  • Ability to manage data in order to maximize work efforts.

  • Excellent overall computer skills.

  • Short learning curve.

 

 

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.