Senior Contact Center Manager

📋 Description

• Full scale management of the call center team, including hiring, training, monitoring, coaching
• Performance Management including, maintaining production levels, continuous monitoring of
• Develop contests, awards and themes that increase agent loyalty and focus
• Provide guidance and coaching to agents on calls as needed; assist with technical problems as needed
• Monitor daily/weekly/monthly/quarterly statistics and provide reporting to leadership as needed
• Monitor and approve timekeeping, including tracking attendance, paid time off and approval prior to

🎯 Requirements

• Minimum of 2 years of outbound call center management experience
• Familiarity with outbound predictive dialing systems
• Full understanding of MS Excel, Word, and Outlook
• Good written and verbal communication skills
• Experience in the mortgage industry preferred, but not required

🎁 Benefits

• $75,000-$90,000/year + potential bonus