Call Center Manager

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Job Title: Call Center Manager

FLSA Status: Exempt

Department: Lender Solutions

Reports to: Call Center Director

Location: Proctor – 166

Who are we? What do we do? Company Overview:

Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.

What’s the culture like at Proctor Loan Protector?

At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth. As we continue to grow and expand, this allows us to offer career paths and opportunities. We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment

What can I expect from working at Proctor Loan Protector?

• Fun work environment with a variety of work
• Being part of a team
• Career growth
• Ability to highlight your skills
• Feel valued
• Great benefits, pay and culture

Tell me more about this role, what would I be doing?

Summary:

The Call Center Manager is responsible for the daily oversight and management of the team of supervisors charged with achieving client deliverables through high performance teams of customer service representatives. Responsibilities include supervising daily operations and performance while aiming for maximum efficiency and cost-effectiveness in the call center. 

Essential Duties and Functions: include the following. Other duties may be assigned.

• Develop objectives for the call center’s day-to-day activities.
• Ensuring staff understands and comply with all call center objectives, performance standards and policies.
• Provides regular reflective supervisor to enhance skills, knowledge, and to support personal and professional development.
• Answering agent questions regarding best practices or difficult calls.
• Review statistical reports with management/agents to identify trends and assess performance.
• Ensure that project deadlines are met for goals, objectives, and special projects.
• Identifying operational issues and suggesting possible improvements.
• Assist in the overall performance standards by answering incoming calls, handling escalated calls, and conducting outgoing calls as needed to achieve goals.
• Devise ways to optimize procedures and keep staff motivated.
• Measure performance with key metrics such as call abandonment, average speed of answer and average talk time.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Working with supervisors, departments and management team members to support agents and maximize customer satisfaction.
• Anticipate escalation and take over call when needed.
• Pursues a course of personal, professional development.

Competencies:

• Results-driven – the ability to manage multiple queues to meet client expectations regarding average speed of answer; abandonment rate, and quality goals.
• Customer/Client Focus – the tendency to strive to exceed customer expectations. Effectively elicit first-hand customer information and use it to resolve their queries.
• Problem Solving – the ability to solve problems and understand complex and unfamiliar information. Readily learn and apply new information and skills on the job.
• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Interpersonal skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
• Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Leadership – the individual manages work groups, works to develops others, build and maintain relationships, can effectively set vision and strategy and manage change.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions:

Required

• High School Diploma/GED
• Proficient with MS Office
• Ability to maintain a high level of confidentiality
• Advanced conflict resolution skills required
• Excellent time management, people management & organizational skills
• Must be detail and results oriented

Preferred

• 3+ years’ experience in a call center environment
• College Degree
• Excellent interpersonal communication skills
• Ability to react and adapt to changes and priorities
• Self-starter & hunter mentality
• Flexibility with work schedule

Physical Requirements Necessary on a Regular Basis:

• Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
• Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
• Vision sufficient for use of a computer monitor.
• Sedentary position. Ability to sit at a desk 7-8 hours per day.
• Worker not substantially exposed to adverse environmental conditions

Pay Ranges:

Any posted pay range considers a wide range of compensation factors, including skills, experience, work location and more. We offer competitive pay while still allowing for compensation growth within the position and company.

EEO Statement:

Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.

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