Call Center Team Lead

About the role

The Team Lead, Customer Resolutions will play a key role in the coaching and development of the Customer Resolutions Coordinators under their supervision. Focus areas will include utilization of technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability, and high-quality scores.

Responsibilities

• Provide strategic oversight and direction regarding Onity’s Call Center Operation - Customer Resolutions department to ensure high-quality product output and operational excellence.
• Closely monitor various metrics such as Key Performance Indicators (KPIs) to achieve business objectives.
• Manage a diverse team of associates with an emphasis on retention of high-performing associates, coaching, and professional development.
• Oversee the execution of all Customer Resolutions processes to ensure timeliness, accuracy, and compliance.
• Leverage effective short, medium, and long-range planning to anticipate business needs and provide solutions to Executive Management.
• Review departmental control reporting to ensure compliance with internal and external guidelines related to ERM servicing commitments.
• Update and implement internal controls and procedures as risks are identified.
• Ensure all internal policies and procedures are updated to reflect compliance changes.
• Develop and document business process enhancements and opportunities for increased automation.
• Login to the escalation queue to handle and manage queries and escalations in real time.

Requirements

• Bachelor’s degree or equivalent preferred.
• Minimum of one year of experience leading a team in a call center environment.
• Minimum of two years of experience in a customer service or collections environment.
• Proficient with Microsoft Office products (e.g., Word, Excel, Outlook, etc.).
• Strong written/verbal communication skills.
• Persuasive demeanor with the ability to make rational decisions based on business expectations.
• Ability to deal with conflict and resolve it in accordance with business unit requirements.
• Adapts well in a changing environment.
• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Schedule

Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm. This is a 100% in-office position, and the employee must be within commutable distance to the Mt. Laurel, NJ office.

Call center hours of operation are Monday – Friday 8:00 a.m. – 9:00 p.m. EST, Saturday 8:00 a.m. – 5:00 p.m. EST. Scheduled 40-hour weekly shifts will fall into these timeframes. Rotating Saturdays are required, and shifts are subject to a changing rotation schedule. Employees must be flexible and available to work during all listed business hours.

Benefits

• Competitive benefits.
• 401(k) with company match after 1 year.
• Paid holidays + 2 floating holidays + 1 volunteer day per year.
• 19 days of paid time off per year.
• Tuition assistance.
• Quarterly “Fun at Work” events.
• Opportunity for yearly merit increase in compensation.