Contact Center Manager
Full Job Posting
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
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