Call Center Manager

Make a strategic move and join the 3rd fastest growing Mortgage Lender in the country! Mortgage Lenders Network is a privately held, full service mortgage banking company. We provide an impressive list of industry leading mortgage products both directly to the consumer and through the mortgage brokerage community.Our culture encourages employees to seek out the best way to get things accomplished and allows the freedom to make decisions that directly impact the performance of the company. Employee contributions are acknowledged and rewarded. As Mortgage Lenders Network continues to grow, we seek solid candidates with an entrepreneurial spirit and an interest in growing and expanding their careers with us!
We provide the tools and training you'll need to succeed, including our own MLN University, and comprehensive, competitive benefits programs for employees and their families. We are committed to equal employment opportunity and encourage an environment that promotes the understanding of and an appreciation for the value of diversity within the organization and our customer and vendor base.Manages a team of Pre-30 Day, Customer Service, and Training representatives. Responsible for the daily operations and achievement of results within the call center; which includes coaching, monitoring, training, and counseling employees to maximize performance, and to meet/exceed goals. Responsible for handling customer issues.1. Manages the daily operations of the Pre-30 Day Collections and Call Center including IVR, manual call initiatives (ACD) and Internet activity over the Web; analyzes staffing needs for inbound coverage of phone and email volumes and proactively makes adjustments to meet the fluctuations in call demands as necessary.
2. Determines performance objectives/metrics and defines tools to measure progress and ensure consistent achievement of business objectives.
3. Coaching and development of staff to ensure the highest degree of customer service to maximize quality service and customer retention. Fosters, promotes and contributes to a positive team environment.
4. Compiles and monitors daily/weekly/monthly operational statistics and reports. Analyzes trends, variances and problem situations. Provides accurate reporting on results, including production statistics, actual result to goal and forecasting projections.
5. Manages the telephone quality audit and monitoring process ensuring written and verbal performance feedback to all CSRs. Monitors CSRs call techniques and proactively addresses performance issues on a continual basis.
6. Makes recommendations for areas of operational improvement to improve customer experience and increase efficiency in the call center.7.Manages the quarterly customer survey process to ensure quality customer service and define changes as necessary.
8. Assists CSRs with problem resolution when issue cannot be resolved and is escalated to the management level.
REQUIREMENTS
Education:
Bachelor's degree or equivalent work related experience
Experience/Training:
3-5 years managerial experience in a high volume call center; strong knowledge of general Call Center Operations; mortgage banking/loan servicing experience preferred.
Skills:Excellent written and verbal communication skills with strong interpersonal skills; strong organizational and time management skills; effective problem solving abilities; excellent analytical skills and proven leadership skills; good technical skills