Customer Resolutions Team Lead - Hybrid

Onity; Mount Laurel Township (NJ); Vor Ort; USD 60.000 - 75.000; Vollzeit

Benefits dieser Stelle

Competitive benefits

401(k) match

Paid time off 19 days

Tuition assistance

Merit increases

Fun at Work events

Zusammenfassung

Onity Group Inc. is seeking a Team Lead, Customer Resolutions to coach and develop the Customer Resolutions Coordinators. You will oversee call center operations, monitor KPIs, and drive high-quality output while ensuring compliance.

This hybrid role starts in-office for training and moves to a hybrid schedule with remote work, with commutable distance to Mount Laurel, NJ. The ideal candidate has leadership experience in a call center, strong communication skills, and a focus on process

Qualifikationen

• Bachelor's degree or equivalent preferred.
• 1 year minimum leading a team in a call center environment.
• 2 years in customer service or collections.
• Proficient with Microsoft Office products (Word/Excel/Outlook).
• Strong written and verbal communication skills.
• Persuasive demeanor with ability to make rational decisions.
• Adaptable to changing environment.

Aufgaben

• Provide strategic oversight for Onity Call Center Operation – Customer Resolutions to ensure high quality output and operational excellence.
• Monitor KPIs and other metrics to achieve business objectives.
• Manage a diverse US-based team with emphasis on retention, coaching, and development.
• Oversee execution of Customer Resolutions processes for timeliness, accuracy, and compliance.
• Develop and document process enhancements and automation opportunities; escalate real-time queries.

Kenntnisse

Leadership

Call center

Communication

Conflict resolution

Adaptability

Ausbildung

Bachelor's degree or equivalent

Tools

Microsoft Office

Jobbeschreibung

Onity Group Inc. is seeking a Team Lead, Customer Resolutions to coach and develop the Customer Resolutions Coordinators. You will oversee call center operations, monitor KPIs, and drive high-quality output while ensuring compliance.

This hybrid role starts in-office for training and moves to a hybrid schedule with remote work, with commutable distance to Mount Laurel, NJ. The ideal candidate has leadership experience in a call center, strong communication skills, and a focus on process