About this role
The Senior Contact Center Manager will lead a team of 12-20 agents with a large emphasis on outbound calling. This team will reach out to potential customers that are in a position to benefit from restructuring their loan and connect them with a licensed mortgage professional.
Essential Job Duties and Responsibilities:
- Full scale management of the call center team, including hiring, training, monitoring, coaching, motivating and encouraging agents through positive communication and feedback
- Performance Management including, maintaining production levels, continuous monitoring of performance and producing performance reviews as established by Call Center Director
- Develop contests, awards and themes that increase agent loyalty and focus
- Provide guidance and coaching to agents on calls as needed; assist with technical problems as needed
- Monitor daily/weekly/monthly/quarterly statistics and provide reporting to leadership as needed
- Monitor and approve timekeeping, including tracking attendance, paid time off and approval prior to submission payroll
Required Skills, Knowledge and Abilities:
- Minimum of 2 years of outbound call center management experience
- Familiarity with outbound predictive dialing systems
- Full understanding of MS Excel, Word, and Outlook
- Good written and verbal communication skills
- Experience in the mortgage industry preferred, but not required
Compensation: $75,000-$90,000/year + potential bonus
Additional Information Regarding Job Duties and Job Descriptions:
Job duties include additional responsibilities as assigned by one's supervisor or other managers related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and other skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.
If you are an extraordinary professional who thrives in a collaborative work culture and values a rewarding career, then we want to work with you! Apply today!
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