Vacancy caducado!
Call Center ManagerLocation – Little Rock Full TimeMust have strong Call Center Management experience from Mortgage industry
Experience in managing large call center operations team of 200- 250 resources in outsourced environmentExperienced in Mortgage servicing or origination customer service environment is a mustAbility to build & motivate teamsShould have experience on hiring and training front line agents to deliver required quality and productivity targets. This includes setting up right hiring filters, training plan and training content updated at all times.Ability to manage Client escalations and Client relationshipsEnsure adherence to KPI and SLAs in deliveryEnsure attritions targets are not breachedActively participate in governance calls with the clients for effective process managementManage operations through end to end planning, metrics review and root cause analysisWith subject matter expertise should be able to analyze and challenge the root cause on escalations, scrutinized issues and solutions before sharing it internally and with clientsManage Client relationship as part of operations deliveryDrive change by successful implementation of process improvement recommendationsReview overall staff performance and recommend training needsLiaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations deliveryShould have detail knowledge on every product and service the team is supporting with subject matter expertise on each line of business. Vacancy caducado!
