Job details
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Call Center Operations Supervisor
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:
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
$52000K
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Founded in 2002, Amerisave Mortgage Corporation operates as an online retail mortgage lender. It offers mortgage products, including VA, USDA, non conforming, Alt A, direct endorsement with FHA, fixed rate, debt consolidation, adjustable rate, and...
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Full-time, remote
DATE POSTED
March 23, 2025
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