Manager, Customer Care Center - Resolutions

Onity

4d•Onsite

About The Position

The Customer Resolutions Manager will be responsible for managing a diverse employee level team located among multiple US/USVI locations. The primary focus is to drive department key performance indicatiors tied to the reduction of delinquency, reduction in department performance variability and driving ONITY brand worthy calls and customer experience. This role will also act is an onshore presence for all three contact center default groups (Resolutions, Home Retention and Specialized Home Retention). The Resolutions Manager will have overall responsibility for all aspects of the above listed departments, to include but not limited to the general oversight and management of employees, processes and technology therein. Job Functions and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below: Manage Resolutions, staff as well as oversight for onshore contact center default facing staff Ability to manage multiple projects and prioritize initiatives Reduce delinquencies via payment collect strategies and/or loss mitigation channels Ensure accounts which are not curing are moving forward in foreclosure process Drive Onitly brand worthy calls and exception customer experiences Ability to foster internal relationships with numerous business units who provide support in operations Accountable for daily operations of the assigned teams and location(s) Drive performance to Departmental and Company targets Ensure qualitative and quantitative standards are met, ensuring accurate and timely resolutions Ability to analyze large amounts of data from diverse sources daily to deliver recommendations and results Identify process breakdowns or improvement opportunities and offer corrective suggestions Support the roll out of new initiatives, processes and procedures Perform Agent and Team Leader annual performance reviews and coach team members on performance/behavior on a continuous and as needed basis Perform routine presentations for potential investors, existing clients, rating agencies and audit firms Perform periodic audits of Agent, Team Leader and Manager’s work to ensure standards are being met Continually educate staff with policies, procedures and resolutions Successfully handle customer escalations and complaints with assertiveness as well as empathy for the client/borrower Assist with daily, weekly, and monthly reporting as it relates to Resolutions, Home Retention and Specialized Home Retention Departments Ability to prioritize workload and the workload of assigned teams Ability to focus on short and long-term succession planning and goals including, but not limited to developing employees for growth as opportunities arise within the organization Ability to work both independently and collaboratively Meet or exceed above listed department(s) standards as determined and outlined by the business unit Key Result Areas: Set objectives & key results (KPI’s) that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels, Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives Decreased variability within the team and department Monthly QA average of 95% or greater Timely completion of all projects Allocate resources and drive accountability to direct reports to ensure achievement of results

Requirements

Minimum education required High School Diploma, GED or Military equivalent (College degree preferred)
Minimum years of experience required At least two years experience in call center leadership with proven ability (candidate should be able to provide examples during phone screening and interview if selected) to exhibit the below leadership attributes:
Leadership and Team Management : Experience in leading and managing teams, including hiring, training, and performance evaluation
Performance Metrics and Reporting : Familiarity with performance evaluation and customer service metrics to monitor and improve call center operations
Conflict Resolution : Experience in handling conflicts, both among team members and with customers, to maintain a positive work environment
Process Improvement : Experience in developing and implementing procedures to enhance efficiency and customer satisfaction
Technical Proficiency : Knowledge of call center technologies and software, such as (include systems and workforce management tools)
Budgeting and Financial Analysis : Basic understanding of budgeting and financial analysis to manage the call center's cost-effectiveness
Accountability: Taking ownership of responsibilities and outcomes, both positive and negative
Communication: Effectively conveying information and expectations, and actively listening to employees and managers alike
Decision-Making : Making informed and timely decisions, even under pressure
Team Building: Encouraging collaboration and fostering a positive team environment
Visionary Leadership: Inspiring and guiding the team towards long-term goals
Emotional Intelligence : Managing one's own emotions and understanding others' emotions to foster a healthy work environment
Minimum software or applications experience required/preferred Proficient in Microsoft Office (Word, Excel Powerpoint and Outlook).
Minimum experience required using mobile technology
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.
Must be available to work in the office full time during your scheduled shift.
Scheduled 40 hour weekly shifts will fall into those timeframes.
Must be flexible to work a 40 hour work schedule between these hours.
Rotating Saturdays are required.
Shifts are subject to a changing rotation schedule.
Employees in this role must be flexible and available to work during all listed business hours.
Shifts are determined by business needs.
This is a 100% in office position.
Employee must be within a commutable distance to the office in West Palm Beach, FL and available to work in the office as required.

Responsibilities

Manage Resolutions, staff as well as oversight for onshore contact center default facing staff
Ability to manage multiple projects and prioritize initiatives
Reduce delinquencies via payment collect strategies and/or loss mitigation channels
Ensure accounts which are not curing are moving forward in foreclosure process
Drive Onitly brand worthy calls and exception customer experiences
Ability to foster internal relationships with numerous business units who provide support in operations
Accountable for daily operations of the assigned teams and location(s)
Drive performance to Departmental and Company targets
Ensure qualitative and quantitative standards are met, ensuring accurate and timely resolutions
Ability to analyze large amounts of data from diverse sources daily to deliver recommendations and results
Identify process breakdowns or improvement opportunities and offer corrective suggestions
Support the roll out of new initiatives, processes and procedures
Perform Agent and Team Leader annual performance reviews and coach team members on performance/behavior on a continuous and as needed basis
Perform routine presentations for potential investors, existing clients, rating agencies and audit firms
Perform periodic audits of Agent, Team Leader and Manager’s work to ensure standards are being met
Continually educate staff with policies, procedures and resolutions
Successfully handle customer escalations and complaints with assertiveness as well as empathy for the client/borrower
Assist with daily, weekly, and monthly reporting as it relates to Resolutions, Home Retention and Specialized Home Retention Departments
Ability to prioritize workload and the workload of assigned teams
Ability to focus on short and long-term succession planning and goals including, but not limited to developing employees for growth as opportunities arise within the organization
Ability to work both independently and collaboratively
Meet or exceed above listed department(s) standards as determined and outlined by the business unit
Set objectives & key results (KPI’s) that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels
Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives
Decreased variability within the team and department
Monthly QA average of 95% or greater
Timely completion of all projects
Allocate resources and drive accountability to direct reports to ensure achievement of results