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Call Center Support Team Lead (Remote)

Shellpoint Mortgage Servicing Tampa, FL
  • Posted: over a month ago
  • Full-Time
Job Description

Who we are

Shellpoint Mortgage Servicing (SMS) is America’s 5th-largest third-party mortgage servicing company. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms); on their behalf, we manage (or “service”) their loan portfolios: We collect homeowners’ mortgage payments, pay homeowners’ tax and insurance bills, and help homeowners in default to get current.

 

Summary:

Works with the Loss Mitigation team to optimize attendance, schedules, PTO requests, setup new hire profiles and monitor dialer campaigns daily.

 

Responsibilities:

  • Undertakes special projects related to departmental activities and performs other duties as assigned
  • Contributes to the progress of the department by understanding the measurements used to define success and how they can positively impact those measurements
  • Ensures compliance with company policies and procedures
  • Performs other duties as assigned
  • Track attendance based on WFM call in line and RTA observation for multiple teams/departments/sites.
  • Intraday real time monitoring of KPI’s for all workgroups and sites.
  • Drive real time adherence to achieve maximum efficiencies.
  • Create schedules for all staff including trainings, meetings, breaks, lunches, and town hall events.
  • Setup new hire profiles in WFM platform and linking CMS to reflect real time activity.
  • Actively optimizing staff schedules based on forecast, attendance, and planned events.
  • Routinely reviewing all current PTO requests.
  • Communicate changes to incoming call patterns to Sr Leadership.
  • Manage campaigns throughout the day so that the pacing is optimized for job completion
  • Conduct champion challenges strategies
  • Ensure the timeliness of all job readiness
  • Conduct regular checks on all telephony reporting that data is reporting as designed/expected
  • Communicate any issues that may affect the business to management in advance or immediately upon any discoveries of issues
  • Ensure that trunk lines/licensing are available for business continuity


 

Qualifications/Skills:

  • 3+ years of experience in a contact center environment.
  • 1+ years of previous experience in a WFM Analyst Role.
  • Experience with Verint or other WFM platforms.
  • Demonstrated knowledge and understanding of call center KPI metrics.

 

  • Proficient in Microsoft Word and Excel.
  • Demonstrated strong skill set for organization and attention to detail
  • Self-Motivated.  Ability to work independently with minimal supervision
  • Strong analytical, problem solving and mathematical skills to be used to improve team’s performance
  • Ability to work overtime as needed
  • Understanding of mortgage lending and servicing

 

Educational Requirements:

  • High School Diploma required; college degree preferred but not required
     

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Shellpoint Mortgage Servicing

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