Senior Contact Center Manager
GoodLeap•Roseville, CA
•$75,000 - $90,000
About The Position
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.
Requirements
- 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
Nice To Haves
- Experience in the mortgage industry preferred, but not required
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
