Sourcepoint Team Leaders drive and direct the performance and behaviours of his or her team. The Team Leader develops Customer Care Agents, creates and maintains an environment of open communication, and leads by example. Forges solid relationships and empowers team members, laying the foundation for a high performing team. Oversee the daily workflow of the customer care team members. Resolve workflow problems.

Pay rate: $18/hr. plus incentive

Key Roles and Responsibilities:

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

• Manage a fast paced diverse team whose responsibility is to deliver to agreed Call Center service levels consistently – Abandon rate, Average Handle Time and Customer Service / Quality Scores.

• Provides leadership, structure and accountability within the team to organize, execute and complete specific objectives.

• Attain a monthly production target of 100%

• Ensure all timelines are met in executing all request and projects

• Quality of Work is near or at 100%

• Maintain attendance and timecard records of all the team members.

• Evaluate and develop staff by coaching, training, and mentoring employees to meet and exceed expectations, utilizing Situational Leadership training skills with motivation and professionalism; which will effectively produce desired results

• Time management skills, delegate as necessary, to ensure quality of service and maximization of resources are being utilized to the fullest capacity enabling the Team to meet tight deadlines and objectives

• Meets short- and long-term goals by identifying workflow enhancements to improve production and efficiency levels

• Partners with other Team Leaders, Supervisors and Manager in the prioritization and distribution of daily work

• Provides, a minimum of monthly, positive success & growth feedback to Team relative to meeting team and individual goals

• Understand and assist all staff with processes as needed

• Review and confirm the accuracy of the staff’s processing (Quality Control Review)

• Ability to communicate effectively (both verbal and written communication) with multiple internal and external stakeholder

• Maintain the security, confidentiality, integrity and availability of information stored in the Sourcepoint’s computer networks and data communications infrastructure. All users of Sourcepoint systems are responsible for protecting those resources and the information processed, stored or transmitted. For full details of your responsibility, please refer to the Sourcepoint Information Security Policy.

• Performs other related duties, as required.

Key Performance Indicators:

• Meet or exceed monthly SLA’s.

• Earn trust and confidence of the client.

• Develop team members.

• 85% satisfaction rating on global employee surveys.

• Zero non-conformities on internal and external audits.

Qualification & Experience:

• High School Diploma or equivalent

• 1 year experience in the mortgage, finance or related industry preferred.

• 1-3 years in customer service within a Call Center environment required.

• Minimum of 2 years of SME or Team Lead experience

• Has an overall understanding of the work environment and process, with an intermediate knowledge of the organization and an intermediate level of technical skills required to complete assignments.

Know How:

• Ability to plan, organize and schedule own work.

• Good business or technical vocabulary. Detailed knowledge of company operations, organization, and personnel.

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations

• Work well under pressure and follow through on items to completion

• Strong communication skills, both written and verbal

• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable

• Ability to mentor, coach and provide direction to a team of employees

• Willingness to work a flexible schedule

• Proficiency with computers and related office equipment. Must maintain a working level of knowledge regarding mortgage concepts and terminology.

• Must be able to follow established guidelines to accomplish tasks and solve routine problems, referring non-routine matters to supervisor.

  
  

Sourcepoint is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer.

Sourcepoint participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.