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Call Center Operations Supervisor

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AmeriSave Mortgage has set the standard in online mortgage lending with over $130 billion in funded loan volume. As one of the top-rated, largest privately-owned online mortgage lenders in the nation, our mission is to deliver beneficial, responsible home lending solutions with unwavering integrity, dedication and excellence.

Our employees are the driving force behind our success. We believe in the power of a dynamic and talented workforce and creating an environment where your contributions are not just recognized, they’re celebrated. Your success is our success, and we are seeking skilled professionals who are ready to bring their A-game, exceed benchmarks and enhance the overall excellence of AmeriSave, while also growing and advancing their careers.

At AmeriSave, we're one team with one shared dream - to be the best. Let’s redefine excellence together!

This is a full time (40 hrs/week) remote position. Schedule is either Tuesday – Saturday or Sunday – Thursday, 10am – 7pm EST.

What we’re looking for:

AmeriSave Mortgage Corporation is seeking a Marketing Call Center Operations Supervisor who will be responsible for leading a team of 20-30 Client Support Specialists (CSS) to meet/exceed performance goals and compliance call quality goals. This will be achieved through timely supervision, coaching, and development of their direct reports, thus ensuring they have all the training, tools, and information required to generate high-quality transfers to Mortgage Bankers and achieve/exceed AmeriSave Compliance requirements. The supervisor must be able to consistently exhibit a positive attitude, motivate their team to perform, have excellent written and verbal communication skills and be committed to achieving predetermined goals while working within the framework of AmeriSave Mortgage (AMC). The supervisor will also be required to collaborate with our AMC Workforce Management Team (WFM), their peers and the AMC Leadership Team.

What You'll Do:

Identify qualified and highly motivated candidates to join our AMC Team
Provide supervisory operational coverage during AMC hours of operation
Resolve escalations, and escalate to next level in a timely manner when unable to resolve
Strong attention to detail, and initiative to drive sales results
Ability to work independently, multi-task, prioritize and function in a team environment
Drive team performance and deliver on critical performance metrics including but not limited to productivity, efficiency, compliance, and quality
Develop, review, educate and manage direct reports to deliver high levels of performance through timely developmental action plans and performance improvement plans
Facilitate daily huddles, monthly team meetings and individual meetings with direct reports
Implement and coach to AMC operational guidelines, policies, and procedures
Deliver timely and accurate disciplinary corrective action to team members as required
Complete all required training in a timely manner, and ensure all team members are scheduled to complete required training in a timely manner
Daily Monitoring of all Performance Reporting, and provide timely feedback to direct reports
Daily review and coaching of recorded calls
Review and communication of any staffing updates to WFM (Adds/Removals/Adjustments)
Consistently maintain communication with direct reports through Teams, Phone and Email
Assist direct reports and peers with requests and inquires
Provide subject matter expertise to direct reports and peers
Meet/exceed predetermined performance goals
Maintain accuracy of CSS timecards
Performs other duties as required or assigned

What You'll Need:

Education

High School Diploma, College Degree preferred

Experience

Minimum of 3 years of demonstrated leadership experience
Minimum of 2 years of Sales experience
Remote leadership experience
Telemarketing/Sales Experience required

Knowledge and Skills

Requires extensive knowledge of Marketing Call Center Operations, our products and services AMC offers
Strong knowledge of MS Office (PowerPoint, Excel, Word) to create presentations, create/update documents and spreadsheets containing formulas and formatting
Must be able to effectively navigate and communicate information obtained from AMC internal systems
Ability to apply knowledge and utilize that knowledge to resolve inquires
Intermediate proficiency with Excel, Word, and PowerPoint
Excellent presentation skills and persuasive skills
Strong analytical skills and demonstrated problem-solving skills with a focus on continuous improvement

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. **

Compensation:

The hourly rate for this position is $25.00 per hour plus bonus.

Benefits:

· 401(k)

· Dental insurance

· Disability insurance

· Employee discounts

· Health insurance

· Life insurance

· Paid time off

· 12 paid holidays per year

· Paid training

· Referral program

· Vision insurance

Supplemental pay types:

· Bonus

· Referral bonuses

AmeriSave is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

California Consumer Privacy Act Disclosure Acknowledgment

Employment Applicants, New Hires, and Employees Residing in California

AmeriSave Mortgage Corporation’s Privacy Policy Statement (“Policy”) can be reviewed here: www.amerisave.com/privacy-policy

AmeriSave Mortgage Corporation’s California Consumer Privacy Act (“CCPA”) Recruitment Disclosure can be reviewed here: https://www.amerisave.com/ccpa-recruitment-disclosure/

When AmeriSave’s Human Resources Department makes future requests for personal information, the same Policy is applicable. By applying, you understand this acknowledgment covers current and future personal information requests. You also acknowledge the business purpose of the personal information collected and that future requests may occur while applying for a position at AmeriSave and/or during employment, if applicable.

Average salary estimate

$52000 / YEARLY (est.)

min

max

$52000K

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What You Should Know About Call Center Operations Supervisor, AmeriSave Mortgage Corp.

Are you ready to step into a rewarding role as a Call Center Operations Supervisor with AmeriSave Mortgage? Join our dynamic team, where you’ll lead a talented group of 20-30 Client Support Specialists (CSS) who are all dedicated to maintaining our high standards in online mortgage lending. At AmeriSave, we pride ourselves on being the trusted name in home lending solutions, and we believe that our employees are the heartbeat of our success. In your new position, you'll provide mentorship and supervision, guiding your team to meet and surpass performance benchmarks while ensuring all protocols are followed. Your knack for communication and motivation will shine as you conduct daily huddles, coach team members, and tackle escalated issues with finesse. You will work closely with our Workforce Management Team and other leaders to keep everything running smoothly. With a minimum of three years in a leadership role and two years in sales, you'll be equipped to boost team performance, develop skills, and implement strategies that lead to exceptional results. This remote, full-time position offers flexible scheduling, so you can work your magic during your preferred hours. If you're excited to lead by example and help redefine excellence in the mortgage industry, AmeriSave is the perfect fit for you!

Frequently Asked Questions (FAQs) for Call Center Operations Supervisor Role at AmeriSave Mortgage Corp.

What are the main responsibilities of a Call Center Operations Supervisor at AmeriSave Mortgage?

A Call Center Operations Supervisor at AmeriSave Mortgage is primarily responsible for overseeing a team of Client Support Specialists. This role involves coaching and developing staff to ensure they meet performance and compliance goals. Supervisors also handle escalations, conduct meetings, and ensure the team is well-equipped with the necessary training and resources. Daily monitoring of performance metrics and facilitating a positive work environment are also key aspects of the job.