Job details

Call Center Team Lead

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 Mentor
FLSA Status: Non-Exempt
Department: Call Center
Reports to: Call Center Manager

Summary:
The Mentor provides the daily leadership and support for the program to meet customer and employee satisfaction while achieving the business goals of the call center.
Essential Duties and Functions:

Analyze and manage program trends and progress. Interact with key users for feedback to make process improvement / enhancement recommendations.
Communicate all changes, enhancements, new version releases, etc. to the appropriate personnel including the Training department and Quality Services on a consistent and timely manner.
Develop, coach, support and evaluate the team; responsible for the development of the team.
Manage customer handling (call flow) processes.
Hold monthly scorecard meetings.
Provide feedback and coaching timely.
Review and provide back on 5 to 6 scorecards per month.
Discuss and implement career development opportunities.
All other matters as it relates to daily management of the staff.
Work with Managers and Directors on monthly business reports as needed.
Ensure employees have the necessary training and job aids to perform their job responsibilities.
Strive to continuously improve survey results and employee satisfaction.
Be visible and available on the floor. Interact with the team as much as possible through team meetings, walking the floor, one-on-one meetings, TEAMS chat etc.
Adhere to and support all Proctor and Business Partner quality initiatives, systems and policies.
Conduct weekly team huddles and meetings
Monitor and maintain service levels to ensure:
Call Center Agents are properly supporting the program.
Monitor schedule adherence.
Look for opportunities to improve service levels.
Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
Complete training courses as directed by Operations and/or Training.
Maintain professional working relationships.
Other duties as assigned

Competencies:

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.
Results-driven – the ability to effectively manage a pod/team, maximizing the results of team standards such as ASA, abandonment rate and schedule adherence.
Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure standards are achieved.
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/College degree preferred
Proficient with MS Office Suite
Ability to maintain a high level of confidentiality
Previous leadership experience required
Outgoing, energetic personality; people person
Must be detail and results oriented

Preferred

Excellent interpersonal communication skills
Ability to react and adapt to changes and priorities
Flexibility with work schedule

Physical Requirements Necessary on a Regular Basis:

Work is performed in a typical office work environment.
Ability to reach with hands and arms, occasionally lift and/or move up to 25 pounds
Requires sitting or standing for extensive periods of time, operating a computer keyboard, telephone and other equipment for extended periods of time.
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.

Equal Opportunity Statement:

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.

This job description is not meant to be an all inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.

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