Job Description

Who we are

Shellpoint Mortgage Servicing (SMS) is America’s 4th-largest third-party mortgage servicing company. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms); on their behalf, we manage (or "service") their loan portfolios: We collect homeowners’ mortgage payments, pay homeowners’ tax and insurance bills, and help homeowners in default to get current.


The Inbound Supervisor is a seasoned Customer Service employee with prior management experience. This individual will be responsible for supervising a Virtual Inbound Customer Service team.


  • Responsible for maintaining a staff of approximately 15-20 remote employees.
  • Provide guidance and leadership and mentor remote staff to develop and reinforce skills and effectiveness.
  • Monitor inbound call production and performance results. Ensure staff stays within defined production expectations (e.g., calls per hour, talk time, quality, etc.)
  • Correct errant activity and provide feedback, when appropriate.
  • Track daily results of work efforts to assure required levels of production and efficiency are achieved.
  • Maintain implementation of processes unique to the home work environment management system. This includes managing a virtual recognition plan, coaching plan and management feedback process.
  • Address employee relations issues with staff as necessary.
  • Assist the audit department by performing random sample audits of account records.
  • Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed.
  • This individual must be flexible and able to work different hours/shifts, if needed.
  • Must be a good motivator, self-driven, and willing to do what it takes to "get the job done".
  • Oversee phone skills and understand the call routing tree/options
  • Monitor Paid Time Off (PTO) for team in coordination with the work schedule.
  • Monitor unscheduled time off and address with reps when issues arise.
  • Monitor daily reports and send out daily report updates to the team.
  • Virtually meet with remote employees to review daily production and performance results and addresses successes and developmental opportunities.


  • 5+ years’ experience call center environment. Preferably at a supervisor or team lead position.
  • Previous virtual call center management experience preferred.
  • Managerial skills including strong organizational, communication, and leadership skills.
  • Ability to train and motivate employees in a remote location.
  • Ability to manage data to maximize work efforts.
  • Excellent overall computer skills.
  • Short learning curve.

Educational Requirements:

  • High School Diploma required, Bachelor's Degree preferred

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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