Team Lead

2 weeks ago


Tempe, Arizona, United States Shellpoint Mortgage Servicing Full time
Job Title: Team LeadJob Summary:

We are seeking a highly skilled Team Lead to join our team at Shellpoint Mortgage Servicing. The successful candidate will oversee the daily operations of our contact center, ensuring that all activities are carried out efficiently and effectively. The Team Lead will be responsible for managing a team of WFM Analysts, providing guidance and support to ensure they are meeting their objectives.

Key Responsibilities:
  • Manage and oversee the daily operations of the contact center.
  • Lead and motivate a team of WFM Analysts to achieve their goals.
  • Develop and implement strategies to improve team performance.
  • Monitor and report on key performance indicators (KPIs).
  • Collaborate with senior leadership to drive business objectives.
Requirements:
  • 3+ years of experience in a contact center environment.
  • 1+ years of experience in a WFM Analyst role.
  • Experience with NICE IEX or other WFM platforms.
  • Experience with Ring Central, Proactive XS, or other dialer platforms.
  • Strong analytical and problem-solving skills.
  • Ability to work independently with minimal supervision.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for career advancement.
  • Collaborative and dynamic work environment.

Equal Opportunity Employer: Shellpoint Mortgage Servicing is an equal opportunity employer and celebrates diversity in the workplace.


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