Mgr, Call Center

Manager, Call Center This position manages the daily operations of the Customer Service Department including: inbound call center operations, costs management, training, staffing, individual and department performance management, and Team Leader development, while providing the foundation for meeting future department goals and objectives. Specific responsibilities will include receiving and responding to customer inquiries, monitoring/managing the queue and reviewing performance reports, in addition to implementing changes as required to ensure department performance goals are met. Involves reviewing and monitoring the department’s career pathing and career level programs to proactively implement changes to ensure these programs continue to meet the needs of the department. Incumbent will create a positive environment for the department by coordinating award ceremonies and department celebrations, providing clear communication to all staff, monitoring employee morale, and implementing recognition programs. Plans for system enhancements, provides feedback on changes, and generates ideas for enhancement to current systems. Manages and reviews costs to meet the budget goals of the department. Monitors the individual performance in the department to identify training needs, forecasts staffing needs for the department, and manages training activities for the department. Manages and coordinates the implementation of new sales products and services for the department.Requires a high school diploma (college degree preferred) and 1-3 years of supervisory experience in the customer service field, with inbound call center or mortgage banking industry background. Knowledge of mortgage banking or related industry to include knowledge and familiarity with: TILA, RESPA, FDCA, TICPA, SSCRA, as well as state and federal laws relating to financial privacy and fair lending. Basic knowledge of phone/computer systems desired. PC literacy with MS Office applications is a must, as is an understanding of departmental key statistics and their relationships. Requires the demonstrated ability to manage changing priorities in a fast paced environment. Excellent communication skills are essential, as is the ability to motivate diverse personalities to create a positive environment that promotes team and individual success.

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