Contact Center Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Plan, organize, lead, oversee, and coordinate the daily operations of contact center associates delivering hazard outsourcing services.

• Establish both short- and long-term objectives and strategies for the team.

• Monitor key performance indicators, financial risks, productivity, quality standards, and service levels.

• Communicate the performance results of the department.

• Ensure associates have the necessary tools, supplies, and facilities at their disposal.

• Uphold corporate, operational, and departmental policies and values.

• Coach and guide associates to foster ongoing performance improvement.

• Investigate and resolve complaints, identify root causes, and implement preventive measures.

• Encourage team development and collaborative participation to meet operational goals.

• Maintain performance reports for individuals and the group, covering attendance, work hours, productivity, and staffing models.

• Address personnel issues in compliance with HR policies.

• Recruit candidates and match staff resources and skills with departmental needs.

• Provide incentives and rewards while seeking feedback for continuous enhancement.

• Engage in client meetings and deliver required information within established timelines.

• Negotiate and resolve matters affecting the assigned and other departments.

• Assist operations management and take part in analyzing operational problems and improving processes.

• Keep Account Executives informed of any changes involving assigned clients.

⛳️ Requirements

• A minimum of 2 years of supervisory experience is required.

• Experience in mortgage servicing, customer service, retail banking, or hazard processing is preferred.

• High School Diploma is required.

• An Associate’s degree and/or equivalent work experience is mandatory.

• Exceptional verbal and written communication skills.

• Familiarity with human resource policies and procedures.

• Basic understanding of workflow management tools.

• Strong interpersonal skills that encourage team collaboration among assigned staff.

• Ability to employ motivational techniques to develop and enhance the assigned staff.

• Capability to engage colleagues and peers across different functional teams.

• Proficient in multitasking and achieving multiple goals/objectives.

• Must be willing to work a flexible schedule, including evenings and some Saturday hours.

• Employment is contingent upon successful completion of the required identity verification process, which may include biometric technology.

🏝️ Benefits

• Opportunity to advance your career and gain knowledge in the mortgage banking and insurance sectors.

• Flexible scheduling options, including evening and some Saturday hours.

• Incentives and rewards that foster excellence and achievement.

• Video-based virtual interviews.

• Identity verification process and biometric technology where legally permissible.