Call Center Manager

QuoteWizard by LendingTree is seeking a highly motivated, relationship-oriented, laser focused candidate to assist in our performance management & growth as a Contact Center Manager for our Inbound and Outbound Warm Transfer Programs. The Contact Center Manager will prepare, motivate, and coach their staff members to provide excellent service to our consumers while meeting aggressive metric targets in a highly production-oriented remote call center environment. They will set objectives, analyze performance behaviors, ensure call quality standards are met, manage personnel decisions, assist with hiring and upskilling efforts, manage the progressive discipline process, enforce company policies, and ensure that the company and staff meet goals.

THE POSITION:

Warm Transfer Contact Center Supervisor

• Oversee the daily activities of a production-based Call Center staff that specializes in screening consumer prospects and transferring them to large scale insurance carriers and agency clientele
• Responsible for ensuring that the Call Center staff is meeting production targets and the company’s revenue goals
• Conduct and review quality control audits to monitor the team’s performance through both side-by-side observations as well as live-listening and provide timely feedback to team
• Coordinate, monitor, and track performance deliverables & workflow process management
• Oversee time management and efficiency behaviors
• Responsible for addressing any problems that require coaching or corrective action, in adherence with overall business expectations of Warm Transfer Department
• Help with agent schedule adherence, dialer productivity, and overall Work Force Management
• Utilize reporting to implement real-time decision making and feedback in order to meet staffing goals
• Perform recurring administrative & analytical duties including assuring schedule adherence & script compliance, reviewing agent performance reports, attendance, etc.
• Ensure agents’ understanding of and compliance with all legal and departmental policies
• Collaborate with leadership to establish ongoing process management including quality calibrations, providing coaching interaction details to management, assisting with new hire/ongoing training efforts, providing feedback to senior leadership related to team’s performance status, and corrective action plans for performance outliers
• Help to maintain a high level of employee engagement through various channels including: Incentive Management, Rewards and Recognition programs, and team building activities
• Assist with call volume by taking Inbound/Outbound calls as needed
• Serve as a contact person in the absence of the Senior Contact Center Leadership team
• Other duties as assigned

Qualifications:

• High School Diploma required (Bachelor’s degree preferred)
• 3+ years management experience required
• 5+ years Customer Service and/or Sales experience required
• Prior experience in outbound telemarketing preferred
• Any similar combination of the above education and experience
• Prior experience in managing remote employees preferred

KNOWLEDGE / SKILLS / ABILITIES:

• Professional Knowledge
  • Ability to identify strengths and weaknesses of the team; mentor and assist with developing performance and career path of agents
  • Ability to multi-task, meet deliverables, be detailed-oriented, be dynamic, and be innovative
  • Proficiency in Microsoft Office
  • Ability to learn and use various software applications
  • Ability to use technology to support a sales and service process
  • Experience with Five9, our Call Center Software, is a plus
• Communications
  • Effective oral and written communication skills
  • Excellent interpersonal skills
  • Ability to interpret and apply required policies and procedures
  • Approachable

ADDITIONAL NOTES:

• • Excellent ability to research, analyze, and diffuse various customer situations
  • Must be able to work both independently and in a team environment
  • Must possess very strong organizational and time management skills
  • Must be detail-oriented
  • Must possess good work ethics and integrity
  • Must have excellent attendance
  • Must be able to work a flexible schedule