Team Leader, Call Monitoring

Knowledge, Skills & Ability:

1. Knowledge of the US Mortgage Industry with call que monitoring

2. Knowledge of different types of mortgage and its functioning and ability to read various origination documents

3. Good communication skills (Written and Verbal) are required to understand and communicate with the vendors/clients

4. Strong Customer Service Skills, Negotiations Skills and Leadership skills required

5. Detail Oriented with good analytical skills and the ability to make decisions based on the situation

6. Ability to analyze the numbers and reconcile the data if required as per requirements.

7. Experience with reporting and analysis

8. Good email etiquette

9. Ability to handle and accomplish multiple tasks and resolve

10. Experience working in a team-oriented, collaborative environment

11. Should be able to effectively use a computer and be competent with MS office applications

Responsibilities :

1. Supervise and lead a group associates to meet all SLAs relative to any and all functions

2. Maintain daily, weekly and monthly production reports

3. Coordinate activities of the department with the manager to include work flow monitoring, process improvement, training, reporting and special projects

4. Provide recommendations for strategies and process improvements to add value to teams and clients

5. Coordinate with other internal support teams to ensure seamless production by the operations team

6. Provide resolutions to complex escalated queries and complaints from external and internal customers

7. Must lead, coach, motivate and develop associates to deliver high quality reports to the clients to achieve or exceed set operational targets

8. Monitor and evaluate staff performance, attendance, also generate reports as necessary