Call Center Manager – Remote Jobs

Job Type: Call Center Manager from home
Location: Texas work from home
Company: LendingTree

For our inbound and outbound warm transfer programs, QuoteWizard by LendingTree is looking for a highly driven, relationship-oriented, laser-focused applicant to serve as a contact center manager and support our growth and performance management. In a highly production-oriented remote call center setting, the Contact Center Manager will train, inspire, and mentor their employees to accomplish tough metric targets while offering exceptional customer service. They will oversee personnel decisions, help with hiring and upskilling initiatives, manage the progressive discipline process, oversee the company’s rules, define goals, evaluate performance behaviors, make sure call quality standards are met, manage personnel decisions, and make sure the business and its employees reach their objectives.

Responsibilities:

• Supervisor of the Warm Transfer Contact Center
• Oversee the day-to-day operations of a production-based call center team that focuses on qualifying potential customers and connecting them with major insurance providers and agency clients.
• In charge of making sure the call center employees are hitting both the company’s revenue targets and production targets.
• Perform and evaluate quality control audits to keep an eye on the team’s performance using live listening and side-by-side observations, and give the team quick feedback.
• Organize, oversee, and record workflow process management and performance deliverables.
• Watch out for efficient and time-management practices.
• In charge of handling any issues that need for guidance or remedial action in accordance with Warm Transfer Department’s overarching business requirements
• support for dialer productivity, agent schedule adherence, and overall work force management
• To achieve staffing targets, use reporting to apply real-time decision-making and feedback.
• Carry out routine administrative and analytical tasks, such as monitoring agent performance reports, attendance, and schedule and script compliance.
• Verify that agents are aware of and observing all departmental and legal policies.
• Work together with leadership to develop ongoing process management, which includes quality calibrations, giving management information about coaching interactions, supporting ongoing training initiatives for new hires, giving senior leadership feedback on the team’s performance status, and developing corrective action plans for performance outliers.
• Through a variety of channels, such as incentive management, rewards and recognition programs, and team-building exercises, assist in maintaining a high level of employee engagement.
• Participate in call volume by answering incoming and outgoing calls as needed.
• When the Senior Contact Center Leadership team is not present, function as a point of contact.
• Additional tasks as designated

Requirements:

QUALIFICATIONS:

• A high school diploma is necessary; a bachelor’s degree is recommended.
• Three or more years of management experience are necessary.
• 5+ years of experience in sales and/or customer service are needed.
• Preferably some prior outbound telemarketing experience
• Any comparable set of the training and experience listed above
• It is preferred to have prior expertise managing remote workers.

SKILLS, KNOWLEDGE, AND ABILITIES:

• Expertise Capability to recognize the team’s advantages and disadvantages; guide and support agents’ performance and career development
• Capability to multitask, adhere to deadlines, pay attention to detail, be vivacious, and be creative
• Expertise in Microsoft Office Capability to pick up and utilize a variety of software programs
• Capacity to support a sales and service process with technology
• An advantage is having knowledge of our call center software, Five9.
• Interactions
• Strong interpersonal skills; proficient in both written and oral communication; able to comprehend and implement necessary policies and procedures
• affable

ADDITIONAL Observations:

• Outstanding capacity to investigate, evaluate, and defuse a variety of client circumstances
• Needs to be detail-oriented, have excellent time management and organizational abilities, be able to operate both independently and in a team, and have high moral standards.
• Excellent attendance is required.
• Ability to work a flexible schedule is a must.