Contact Center Supervisor

Profile

THE POSITION

Meet monthly Contact Center performance goals for conversion, quality, customer satisfaction, and efficiency.

Supervise the daily activities of Contact Center agents. Conduct and review quality control inspections to supervise the team’s performance through side-by-side observations and/or live listening and provide timely feedback to consultants

Coordinate, supervise, and track results

Makes hiring decisions

Responsible for full agent lifecycle (hiring to separation of employment)

Responsible for addressing any problems that require coaching or corrective action, following Customer Care’s performance improvement plan process

Serve as a contact person in the absence of the Contact Center Manager

Conduct formal agent performance reviews, including annual goal setting/performance development plan, mid-year performance review, and final year-end performance review

Help with agent scheduling and Work Force Management. Apply specified reporting and software to make and implement real-time decisions, in order to meet staffing goals

Analyze daily reports and determine action steps needed to improve agent performance

Ensure agents’ understanding of and compliance with all legal and departmental policies

Collaborate with Quality and Training department to establish ongoing process management including: participating in bi-weekly quality calibrations, providing interaction details to management, and assisting with new hire/ongoing training programs

Help to maintain a high level of employee engagement through various channels including: Contact Center Committees, Rewards and Recognition

Assist agents with career development

Assist with call volume by taking Inbound/Outbound calls as needed

Other duties as assigned

Flexibility to work evenings and weekends required

QUALIFICATIONS

High School Diploma required (Bachelor’s degree preferred)

1 year Supervisory/Management experience required

3 years Customer Service and/or Sales experience required

Experience leading in a work from home setting preferred

Prior experience in Salesforce CRM strongly preferred

Prior experience with Verint WFM strongly preferred

Any similar combination of the above education and experience

KNOWLEDGE / SKILLS / ABILITIES

Professional Knowledge

Demonstrated understanding of LendingTree and Contact Center processes and procedures

Ability to delegate tasks as needed

Strong problem-solving proficiency

Ability to learn and use various software applications including but not limited to Microsoft Office and company specific applications (CRM-Salesforce, Call Center Software-five9, Verint WFM)

Ability to identify strengths and weaknesses of the team; mentor and assist with developing career path of agents

Mortgage, banking, and financial services knowledge

Working knowledge of all training material and Contact Center systems

Demonstrated multi-tasking capabilities

Capacity to identify talent and place individuals in a position to be most successful

Ability to use technology to support a sales and service process

Must be able to work both independently and in a team environment

Strong organizational and time management skills

Capable of researching, analyzing, and diffusing various customer situations

Detail oriented and comfortable analyzing performance data

High level of work ethics and integrity required

Communication

Effective oral and written communication skills

Excellent interpersonal skills

Ability to deliver clear directions while interpreting and applying required policies and procedures

Ability to deliver performance management and accountability conversations, up to and including separation of employment

Approachability

Strong customer service skills with a proven track record to de-escalate situations

OUR COMPANY

LendingTree was founded in 1996 by CEO Doug Lebda to help people comparison shop and get a great deal on the single biggest transaction of their lives: their mortgage. Since then, we’ve helped over 30 million people in the home buying process, while becoming a household name (our brand recognition rivals Bank of America and Wells Fargo).

Through our various products, LendingTree is positioned to be the place to shop for money. We’re publicly traded (TREE), we’re financially sound and we’re on a tear. If you’re looking for an opportunity with a dynamic company that is fanatically pro-consumer and that champions your entrepreneurial spirit, then you’ve come to the right place!

CULTURE

We’re a fast-paced company with an entrepreneurial bend. We work hard and we’re always looking to continue building on our success. We’re collaborative, ambitious, candid and high-energy. Our teammates are some of the brightest, most talented people you’ll ever work with. We care more about your smarts than we do about the kinds of clothes you wear (but please, do wear clothes to work!), and we’re pretty good about rewarding innovation, creativity and the knack for just getting stuff done (we even have an award for employees called the GSD, “Get Stuff Done”).

Come work with us!

Company info

LendingTree, LLC
Website : http://www.lendingtree.com