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Call Center Technology Manager

Cornerstone Home Lending
Denver, CO
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Who we are looking for...

The Call Center Technology Manager is responsible for all aspects of the call center technology platform including conversational IVR, cloud-based contact center solutions (e.g., inContact), workforce management, and outbound dialing/campaign management.

Experience you will need to be successful…

  • Ensure the call center technology platform is running every day during business hours. Phones and IVR must be fully operational
  • Partner with business leaders to develop new functionality to improve the borrower and agent experience
  • Responsible for team member scheduling to ensure all intervals during business hours are staffed to support expected call volumes
  • Develop and manage strategy to run outbound campaigns, ensuring that saturation and penetration targets are achieved
  • Collaborate with internal and external partners to maximize achievement of business goals
  • Lead and mentor team members in building out the Analytics function
  • Completing required training and certifications
  • Additional duties as assigned  

Qualifications:

  • Bachelors’ degree preferred or equivalent work experience
  • 5+ years of experience with RingCentral or similar telephony platform in a call center environment
  • Must have 5-8 years’ experience developing and supporting contact center routing, IVR applications and reporting for partners
  • Must have 5+ years of experience with RingCentral or similar telephony platform in a call center environment
  • Demonstrated ability to manage contact center technology and operations that include skill-based routing, reporting, workforce management, call/screen recording, and phone/chat/text communication channels
  • Ability to interface and cultivate working relationships across internal partners and external vendors
  • Workforce management experience as it pertains to creating and publishing schedules to cover expected volumes throughout the hours of operation
  • Solid understanding of business processes and ability to develop new contact strategies to support goals
  • Experience building and managing a team needed to support a growing business
  • Must be self-motivated, energetic, the ability to work independently and proactively while prioritizing workload, and ability to multi-task
  • Strong analytical reasoning, problem solving and critical thinking skills
  • Effective verbal and written communicator with presentation skills and proven ability to communicate at the executive level
  • Must be well organized with attention to detail

Travel Required:

  • Up to 10% out of town travel as needed

Who we are…

Cornerstone Home Lending is a unique top ten national home lender with a reputation of amazing service, customer satisfaction, on-time closings, employee retention, and happiness. Our mission is to use and improve on our God-given talents to make a difference to the lives of our employees, customers, shareholders, and the people who provide services to us. We employ more than 1,300 people who are passionately committed to Cornerstone’s Mission, Vision & Core Convictions. Our brand is known for on-time closings - a key core conviction of Cornerstone. Our customers nationally rate their experience with Cornerstone at a score of 96 … 6 points higher than all competitors. Additionally, Cornerstone has been recognized by Workplace Dynamics as a “Top 100 Workplace” for the 8th consecutive year. March 1, 2021, marked the beginning of Cornerstone’s 33rd year in the residential lending business, so we have successfully navigated our company through many industry cycles and changes in regulations.

We are a great company with great people, and we are looking for an experienced Call Center Technology Manager, who will bring enthusiasm, attention to detail, and a servant heart to our team of top-tier mortgage professionals.

What we offer...

Cornerstone has been setting all-time production records for over a year, and our dedicated support staff makes that growth possible. Because we recognize and reward hard work, we offer a competitive salary, full benefits package, and potentially a performance-based bonus.

What to do next...

If Cornerstone Home Lending sounds like the place for you (and if you have the qualifications, drive, and passion to match), we invite you to become a member of our winning team! And remember, once you are a part of our Cornerstone family, we will continue to invest in you as an asset in our company. As many of our team members can tell you, there is something special about working at Cornerstone. It really feels like home.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Description
Non-bank Mortgage Lender with a reputation for on-time closings with stellar customer service.

Cornerstone Home Lending

Why Work Here?
Stable company with happy team members, check out our Glassdoor reviews!

Non-bank Mortgage Lender with a reputation for on-time closings with stellar customer service.

Address

10800 E. Geddes Ave

Denver, CO
USA

Industry

Business

Website

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