Manager, Customer Care Center - Resolutions

Job description

The Customer Resolutions Manager will be responsible for managing a diverse employee level team located among multiple US/USVI locations. The primary focus is to drive department key performance indicatiors tied to the reduction of delinquency, reduction in department performance variability and driving ONITY brand worthy calls and customer experience. This role will also act is an onshore presence for all three contact center default groups (Resolutions, Home Retention and Specialized Home Retention). The Resolutions Manager will have overall responsibility for all aspects of the above listed departments, to include but not limited to the general oversight and management of employees, processes and technology therein. Job Functions and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below: Manage Resolutions, staff as well as oversight for onshore contact center default facing staff Ability to manage multiple projects and prioritize initiatives Reduce delinquencies via payment collect strategies and/or loss mitigation channels Ensure accounts which are not curing are moving forward in foreclosur...