Mortgage Processing Team Lead at TCS

Greetings,

Looking for Mortgage Processing Team Lead for our organization.

Location : Remote

• Track and Monitor agent performance on a daily, weekly and monthly basis
• Assign queues, capacity planning, rostering, monitoring schedule adherence and monitor volume & quality trends while taking appropriate measures
• Responsible for providing timely feedback and training to maximize performance
• Monitor agents quality through file reviews and provide appropriate feedback
• Send appropriate communication to the Clients, Managers, Supervisor when required
• Design leader and participant guides, job aids, training curriculum and other required coursework that is clear, concise and accurate
• Create exercises, instructional activities and training assessments that reinforce learning
• Partner with Subject Matter Experts (SME’s) to create and revise departmental procedures through process mapping
• Explore new ideas for improved workflow and automation enhancements
• Support departmental initiatives and identity ways to enhance productivity
• Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures
• Keep up with developments in area of expertise by reading current journals, books, or magazines
• Perform various other tasks as assigned by manager

Neethu Robin

Talent Acquisition Group - North America

Tata Consultancy Services Limited

Mailto :- neethu.robin@tcs.com