Operation Team Lead_Manager

About Us

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component-based outsourcing, managing one-off projects to becoming an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

Link - https : / / www.gomoder.com / about-moder

SLA Compliance : Monitors daily inflow and conducts daily huddles to prioritize the day’s work

• Process Compliance : Ensures agents are following the most updated SOP
• Client Interaction : Promptly responds to all queries and escalations from client partners
• Knowledge Management : Ensures all his agents completes all mandatory and process specific courses timely
• Operations : Identifies training needs of his team and coached bottom performers
• Quality Planning : Reviews quality scores for the agents and provides plan on Quality control and assurance and improvement at process level to meet the SLA targets.
• Performance Reviews : Prepares monthly scorecard of the agents to track SLA targets of each team members and conduct one on one meeting basis the performance
• Lead the governance calls with clients and internal stake holders to review process performance
• Plan for resource utilization and capacity planning

The candidate should me comfortable to work in night shift and work from office

Team leader / Manager required with a strong background and experience in Active / Default Servicing with hands-on exposure in Bankruptcy / Foreclosure

The candidate should be comfortable to work in Nigh Shists

The candidate should be comfortable to Work from Home

Base Location-Bangalore

Interested candidate can sent their Cv at smitadutta.deb@gomoder.com

Regards,

Smita Dutta