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Manager, Virtual Call Center- Inbound
Summary
Title:Manager, Virtual Call Center- Inbound
ID:1707
Department:Customer Service
Location:Houston, TX
Description

Summary:

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

 

Responsibilities:

  • Provides guidance and leadership for subordinate supervisors.

  • Oversees inbound call related functions, focusing on remote employee’s, all from our Greenville or Houston office.

  • Develops, leads, and mentors all remote team members to reinforce skills and increase department effectiveness.

  • Develop and maintain implementation of processes unique to the home work environment management system. This includes creating a virtual regonition plan, coaching plan and management feedback process.

  • Virtually meet with remote employees to review daily production and performance results and addresses successes and developmental opportunties .

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

  • Coordinates floor wide weekend manager coverage during weekends when employees are scheduled.

  • Monitors inbound phone loops and manages the skills in which agents are assigned.

  • Develops and manages inbound call processes and process flows.

  • 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

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

Qualifications/Skills:

  • 5 years’ experience in customer service as supervisor/manager

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

  • 1 – 3 years experience in an virtual contact center environment

  • Mortgage experience preferred, not required

  • Ability to train and motivate employees who work remotely

  • 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.

  • Analytical skills.

  • Must be able to travel to locations as needed.

Educational Requirements:

  • College degree preferred but not required

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