Job Openings >> Customer Service Manager
Customer Service Manager
Title:Customer Service Manager
Department:Customer Service
Location:Greenville, SC


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.



  • 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.


  • 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

This opening is closed and is no longer accepting applications
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