CONTACT CENTER OPERATIONS MANAGER
Peoples Mortgage Company Phoenix, AZ
- Expired: over a month ago. Applications are no longer accepted.
Peoples Mortgage over the last year has been working on a proof-of-concept for the need of an internal Contact Center Operation. During this time, there have been some basic infrastructure, technology and processes put in place to support this effort, however, lacking the experienced oversite of a contact center manager with experience specific in this area. With the realized success of this endeavor, there is tremendous need in finding an individual who has extensive experience in taking a start-up contact center operation and establishing foundation for a rapid and scalable model which can grow from a 15 person contact center operation to 50+ agents. We are looking to find a candidate who is willing to roll-up their sleeves and get in the weeds while working with other leaders in the organization to establishing the roadmap for expansion not only on contact center staffing but also additional program growth.
The incumbent has overall responsibility for development and execution of delivering excellent customer service experience not only to our clients but also internal teams working with the contact center.
The individual will work closely with cross functional teams including sales, marketing, and marketing services ensuring alignment and execution of end-to-end process. Individual will collaborate with the Senior Leadership to standardize and execute contact center strategies and tactics. Individual will manage budget and compliance requirements, recommend, and implement multi-channel technology solutions and translate those into contact center support practices.
KEY RESULT AREAS
Key result areas include team management, personnel development, mentor support, service delivery management, department management, organization relation, and financial accountability.
§ Develop and utilize metrics to evaluate the performance of Contact Center Team and to effectively implement continuous improvement.
§ Manage assigned staff to assure adherence to company policies, practices, and guidelines.
§ Foster open, two-way communication. Conduct regular staff meetings to share pertinent information. Prepare oral and written presentations regarding the business.
§ Administer compensation, incentive, recognition, and reward programs.
§ Supervise the day-to-day activities of Agents to optimize their effectiveness and promote ongoing leadership.
§ Establish performance objectives and expectations.
§ Ensure the Agents are trained and have adequate training materials understanding the use of various systems and processes which must be followed.
§ Establish sales training scripts and materials by working with the Product Managers for continued improvements and optimization.
§ Ensure the Agents receive sales training and strategies to hit their conversion goals.
§ Conduct regular performance reviews.
§ Deliver critical feedback and effective coaching. Document performance.
§ Recognize and reward strong performance. Take corrective action as needed.
§ Support a professional sales culture by providing creative and effective management for staff growth and individual development.
§ Develop individuals and build effective teams committed to excellence.
§ Work with staff to define and develop plans for reaching career goals.
§ Serving as a resource of technical expertise for new team members.
§ Identifying and assigning “subject matter experts” among team members.
§ Providing guidance to new team members in how to “get around” in the organization.
§ Counseling team members on the balance and perspective of personal and professional worth.
§ Balancing consequences of work environment to reward development and discipline poor performance.
§ Provide positive recognition and reinforcement to team members through personal interactions.
Service Delivery Management
§ Provide leadership and direction based on expertise around inbound/outbound calling, e-mail and chat applications, input into contact center strategy development and technology deployment.
§ Manage the integration of best practices of contact centers and customer service into the operations ensuring the team is equipped with processes, tools and techniques to achieve their goals.
§ Identify and develop the KPIs for the contact center sales team.
§ Monitor all performance standards and measurements ensuring KPIs are met.
§ Maintain a focus on excellence, defined in terms of three groups:
§ Borrowers: people outside the organization who are either reaching out to our contact center via inbound or email inquiries or people who we are trying to reach via outbound.
§ Vendors/Partners: people outside the organization and at times inside who are overseeing the programs, leads, technology.
§ Internal customers: people within Peoples Mortgage who directly work with contact center department such as Loan Officers.
§ Participate in all quality and continuous improvement activities.
§ Implement the vision for high performing teams and inspire staff toward service excellence.
§ Coordinate hiring and staffing to ensure appropriate coverage.
§ Coordinate a workload requirement forecast, workforce management.
§ Coordinate work schedules and clear assignment of activities and task distribution.
§ Assist in the configuration of systems and technology, emphasis on dialer campaign and call strategies.
§ Create and maintain positive working relationships with all sales and operating departments.
§ Provide customer feedback to program managers and collaborate on improvement measures.
§ Responsible for the ongoing design, organizational management, and delivery of customer service to all inbound calls as well as outbound campaign strategies.
§ Develop internal relationships to exchange feedback on service and process issues, identify problems, assess needs, and achieve results.
§ Interface and coordinate with branches and business unit partners to deliver excellent customer support and ensure that all client and company goals are met.
§ Provide leadership and direction to the implementation of new processes and procedures across the team to improve service delivery.
§ Provide creative and effective leadership to successfully forecast and plan for growth.
§ Recognize strategic opportunities for success and create tactical plans.
§ Introduce new perspectives and approaches to the business, which improve quality of service, enhance productivity, and realize savings.
· Bachelor’s degree in business administration or related field.
· Three years in a supervisory or team lead position.
· Five years contact center leadership/management experience.
- Advanced understanding of customer service / contact center techniques, industry practices, and measurement tools.
· Strong systems knowledge including experience with scheduling tools, voice and data networks and skill-based routing.
· Five9 Dialer experience preferred but not required. If not, experience with direct management of other robust skill-based routing technology.
· Proven ability to initiate and lead change through planning, problem solving, decision making and execution of plan.
· Successful experience managing efficiency or cost reduction initiatives through exceptional problem solving, ownership and follow-through improvements, use of technology and staff performance.
· Demonstrated success in creating high performing teams and building a positive employee climate.
· Effective oral, written, and interpersonal communication skills.
· Demonstrated detail oriented, analytical and problem-solving skills.
· Demonstrated organizational, prioritization and planning skills.
· Displayed achievement of meeting and exceeding quantitative performance targets and goals.
· Ability to work in a fast-paced, team-oriented environment.
Peoples Mortgage CompanyWhy Work Here?
This is an opportunity to help better the lives of our clients while putting yourself on a career path with unlimited potential.
Founded in 1998, Peoples Mortgage is in the business of helping people get into homes and embraces a mission to honor and give back to the people in our community that sacrifice so much. We are looking for mortgage loan originators that are invigorated by constant client interaction, have strong people skills, are approachable, good listeners, and empathetic to a diverse range of people.
3600 E University Dr Building D PhoenixPhoenix, AZ
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