Team Lead, Customer Care Center – Service

Job Category Customer Service JOB FUNCTION AND RESPONSIBILITIES Manage team of 13 or more team members ensure departmental goals and standards are achieved Effectively lead the day to day operations of team members to meet exceed productivity adherence and staffing requirements Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals Successfully handle customer escalations and complaints Analyze daily weekly and monthly reporting trends that relate to Customer Service Identify process breakdowns and recommend suggested resolutions Ability to prioritize assigned task Ability to communicate educate staff with policies and procedures Achieve and or Exceed Productivity Quality Goal set by Department Manage and Execute action plans set forth to help achieve exceed Departmental Goals Ability to coordinate collaborate with team members peers and leaders to initiate manage and execute key initiatives to help achieve Departmental Goals Complete ad-hoc projects when necessary Improve employee satisfaction and reduce attrition Supply timely report to direct reports QUALIFICATION Graduate of Bachelor s Degree Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines Must be and an efficient communicator and problem solver with excellent written and verbal communication skills Proficient with Microsoft Application and have the ability to learn software applications No documented disciplinary action in the past 12 months Should have an Appraisal rating of Effective Performance or above in the last completed performance cycle Should have completed 9 months in the current role WORK SCHEDULE OR TRAVEL REQUIREMENTS Night Shift Scheduled shift changes as a result of business needs employee must be flexible About Us Ocwen Financial Solutions Private Limited is a wholly-owned subsidiary of Onity Group Inc a leading non-bank mortgage servicer and originator providing solutions through its primary brands PHH Mortgage and Liberty Reverse Mortgage PHH Mortgage is one of the largest servicers in the United States focused on delivering a variety of servicing and lending programs Liberty is one of the largest reverse mortgage lenders in the U S dedicated to education and providing loans that help customers meet their personal and financial needs Onity Group Inc and its subsidiaries are committed to helping homeowners and delivering exceptional service and value to customers clients and investors At Onity Group Inc we consistently deliver on our commitments to customers clients investors and colleagues through caring service integrity and creative solutions This Service Excellence philosophy is embraced by meeting service standards we call CARE which stands for Caring Accurate Responsive and Empowered We expect all employees to interact and engage our colleagues and our customers with respect courtesy and professionalism and to achieve results consistent with our CARE standards Onity Group Inc is intensely focused on hiring developing and retaining the best talent in the industry Our commitment to Diversity Equity Inclusion ensures that we sustain our reputation as an outstanding place to work a great business partner and a valued community member We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status If you have a disability or special need that requires accommodation please let us know Visit for details