Contact Center Supervisor (Mortgage) - Intelliloan : Job Details

Intelliloan, a leading mortgage company in Orange, California, is seeking a skilled and motivated Contact Center Manager to oversee the daily operations and success of our call center. This individual will play a critical role in supervising staff, optimizing performance, and ensuring exceptional customer experiences.

Key Responsibilities

Supervision & Oversight: Recruit, lead and manage call center staff, ensuring smooth daily operations and high productivity.

Performance Management: Monitor and evaluate staff performance, providing constructive feedback, mentorship, and recognition to meet department goals.

Dialer Management: Operate and optimize the call center's dialing system to maximize efficiency and effectiveness.

Training & Development:

Train new hires on CRM systems, specifically Velocify.

Develop and implement ongoing training programs to enhance Mortgage skills and knowledge.

Customer Escalations: Handle customer complaints and escalations with professionalism and a solutions-oriented approach.

Motivation & Team Building: Inspire and engage staff to maintain morale, motivation, and commitment to departmental and company objectives.

Goal Achievement: Develop strategies to achieve or exceed department KPIs and goals.

Qualifications

Experience:

Minimum of 5 years of experience in a call center environment.

Proven track record in a leadership or management role.

Mortgage industry experience is required.

Technical Skills:

Proficiency in CRM systems, particularly Velocify.

Familiarity with call center software and dialer systems.

Soft Skills:

Strong leadership, coaching, and team-building capabilities.

Exceptional problem-solving and conflict-resolution skills.

Effective communication and interpersonal skills.

Education: Bachelor's degree in Business Administration or a related field is preferred but not required.

Why Intelliloan?

At Intelliloan, we value innovation, teamwork, and dedication to delivering exceptional service. We offer a supportive work environment, opportunities for professional growth, and a chance to contribute to a company that values its employees and customers alike.