A Team Leader manages the team of Utility Coordinators (UC) and provides effective guidance. He will be responsible for supervising, managing and motivating team members on a daily basis. In addition, the UC Team Leader will be the contact point for all team members to ensure smooth team operations and effective collaboration.
The team overall is responsible in coordinating with Utility Service Providers and other Altisource® teams to meet the requirements of managing the utilities of the assets assigned to Altisource® to service, such as starting or stopping a service, payment of deposits and past dues, submission of required documents and inspections, repairs, meet and greets, etc.
The successful candidate will be required to develop a comprehensive understanding of the Utilities Management Policies and Procedures, Operations and Compliance Guidelines as well as standard communications workflow (Spirit of Service and Operations Call Flow).
UC Team Leader Roles and Responsibilities
• Delegate tasks and set target performance goals on a daily basis
• Audit work items issued to ensure its necessity and accuracy of information
• Monitor the issued work items completion
• Audit Payment work items to ensure its updated payment details for accuracy such as total amount, vendor id, address, etc
• Review submitted Vendor ID Requests prior to Approval process
• Serve as 1st level of escalation for associates when addressing concerns or roadblocks when Utility Coordinators communicates with Utility Service Providers, Vendors or Internal Stake Holders
• Review and provide Post Mortem Analysis reports whenever an escalation is received
• Review and audit random calls made by the Utility Coordinators to ensure compliance to policies and procedures
• Recognize high performance and reward accomplishments
• Provide Performance/Quality Feedback Coaching to team members and resolve/address team members’ issues or challenges
• Manage team level metric reporting to effectively track the performance of the aligned functional area

UC Team Leader Behavioral Skills Requirements
• Working knowledge of utilities activation, deactivation and bill payment processes for US markets is desirable
• Strong Communication Skills – effectively communicate with both external and internal stakeholders both verbal and written language
• Analytical Skills - identify and gather issues and analyze the information systematically
• Attention to Detail – provide thorough review of tasks assigned such as Pre-Contract review process or payment processing
• Strategic Perspective - adapt strategy to changing conditions.
• Goal Oriented – sense of achievement meeting monthly individual and team based targeted performance goals
• Time Management – ability to prioritize and plan work activities using time efficiently
• Decision Making Skills – ability to make a decision strategically and decide whether there’s a need for additional stakeholders’ involvement
• Creative Thinking – ability to process the information on issues gathered and come up with ideas on how to resolve them
• Strong People Skills – build strong relations with peers and team members to promote healthy work environment and motivate others perform at their natural best