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Shellpoint Mortgage Servicing Call Center Support Team Lead (Remote) in Tampa, Florida

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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