Customer Service, Training & Development

Managing a Suddenly Remote Workforce

Like many businesses, Servicing Solutions became a remote workforce virtually overnight as a result of COVID-19.

Thankfully, as a company with a robust compliance function, our business continuity plan allowed us to make a seamless transition to ensure the integrity and stability of all of our clients’ portfolios.

In all reality, the job of our call center professionals has not changed. They are working on the same platforms they did at our facilities, making the same types of phone calls and we certainly have the same expectations we’ve always had of them.

However, as someone who has managed workforces in a physical setting throughout my career, I’d be lying if I said it hasn’t been a bit of an adjustment. I’m very much a manager who likes to walk the aisles and check in on people to see how they are doing, what challenges they are facing, and to make sure they are being productive. I can still do all of these things virtually, but it’s definitely not the same as in-person contact.

As I’ve adjusted to this new (and hopefully short-term) reality, I found this article from Harvard Business Review particularly helpful.