Team Lead, Call Center Operations

Team Lead, Call Center Operations

The Team Call Center Operations oversees all operations within the customer service call center, ensuring compliance, operational efficiency, and exceptional service. This role involves strategic planning, team leadership, performance management, and process optimization to support customer service team.

Leadership & Strategy

• Develop and implement operational strategies to meet customer service goals and SLAs.

• Establish KPIs for efficiency, accuracy, and customer satisfaction.

• Drive continuous improvement initiatives using data analytics.

Operational Management

• Oversee daily call center operations, including inbound/outbound credit customer service calls, emails and helpdesk tickets.

• Ensure compliance with financial regulations and data security standards.

• Manage workforce scheduling for optimal coverage.

Team Development

• Recruit, train, and mentor customer service agents.

• Conduct performance evaluations and implement coaching programs.

• Foster a positive, high-performance culture.

Quality Assurance & Compliance

• Monitor call quality and adherence to verification protocols.

• Implement risk management practices to prevent fraud.

• Maintain compliance with lending and member service policies.

Reporting & Analytics

• Analyze call center metrics (volume, accuracy, turnaround times).

• Prepare reports for senior leadership on performance and improvement opportunities.

The Skills And Experience You Bring:

• Experience:
  • Call center management experience within financial services or mortgage industry.
  • Proven experience as a Team Lead for multi-shift operations.
• Skills: Leadership, communication, problem-solving, analytics, Meridian Link and Zendesk, and compliance knowledge.

Additional Information:

Working At Altisource Advantages:

Prosperity:

• Competitive salary based on your experience and skills – we believe the top talent deserves the top rate
• $50,000 and up annually for qualified candidates

Good Health:

• Comprehensive insurance plans like Medical, Dental, Personal Accident Benefit and Life Insurance
• Wellness/EAP Programs

Happiness:

• 10 paid holidays, plus 19 paid-time-off days per year
• Paid Parental Leave
• Opportunities to join community service initiatives, such as Habitat for Humanity

Altisource's Vision to drive innovation that powers the mortgage and real estate lifecycle is made possible by an inclusive culture that celebrates the diverse voices of our employees. We believe that diversity in gender, age, religion, ethnicity, sexual orientation, identity, physical ability, neurodiversity, socioeconomic background, and experience, fosters creativity, challenges groupthink, and makes our Company stronger. At Altisource, anyone can prosper and have a positive impact on our path toward success, irrespective of their background.

We are committed to fair and impartial hiring, training, and growth opportunities. We also provide employee training to help foster their ability to work with one another in an inclusive manner. Altisource is an Equal Opportunity Employer, and our employment decisions are based on merit, qualifications, and business needs.