Contact Center Supervisor Warm Transfer Team

Profile

The position:

Oversee the daily activities of a production-based Call Center staff that specializes in screening consumer prospects and transferring them to large scale insurance carriers and agency clientele

Responsible for ensuring that the Call Center staff is meeting production targets and the company’s revenue goals

Conduct and review quality control audits to monitor the team’s performance through both side-by-side observations as well as live-listening and provide timely feedback to team

Coordinate, monitor, and track performance deliverables & workflow process management

Oversee time management and efficiency behaviors

Responsible for addressing any problems that require coaching or corrective action, in adherence with overall business expectations of Warm Transfer Department

Help with agent schedule adherence, dialer productivity, and overall Work Force Management

Utilize reporting to implement real-time decision making and feedback in order to meet staffing goals

Perform recurring administrative & analytical duties including assuring schedule adherence & script compliance, reviewing agent performance reports, attendance, etc.

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

Collaborate with leadership to establish ongoing process management including: quality calibrations, providing coaching interaction details to management, assisting with new hire/ongoing training efforts, providing feedback to senior leadership related to team’s performance status, and corrective action plans for performance outliers

Help to maintain a high level of employee engagement through various channels including: Incentive Management, Rewards and Recognition programs, and team building activities

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

Serve as a contact person in the absence of the Senior Contact Center Leadership team

Experience/training/education:

High School Diploma required (Bachelor’s degree preferred)

3 years management experience required

5 years Customer Service and/or Sales experience required

Prior experience in outbound telemarketing preferred

Any similar combination of the above education and experience

Prior experience in managing remote employees preferred

Knowledge / skills / abilities:

Professional Knowledge

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

Ability to multi-task, meet deliverables, be detailed-oriented, be dynamic, and be innovative

Proficiency in Microsoft Office

Ability to learn and use various software applications

Ability to use technology to support a sales and service process

Experience with Five9, our Call Center Software, is a plus

Communications

Effective oral and written communication skills

Excellent interpersonal skills

Ability to interpret and apply required policies and procedures

Approachable

Company

QuoteWizard, a LendingTree company, is a dynamic insurance lead generation agency based in Seattle. We have been ranked by the INC 500 as one of the fastest growing private companies in the nation. We have also been listed by the Puget Sound Business Journal as a top company in Seattle.

What you should know about LendingTree, our parent company:

We’re a publicly-traded company (TREE).

We’ve welcomed several other companies into the LendingTree family to augment our efforts at helping borrowers make their most sensible financial choices.

We’ve built the LendingTree app and My LendingTree dashboard to give consumers tools to manage and monitor their financial health.

We still make funny commercials

Culture

We’re a fast-paced company with an entrepreneurial bend. We work hard and test our products often. 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!

QuoteWizard by LendingTree is the kind of company that not only promotes diversity and inclusion; we thrive because of these values. We do not discriminate based on race, color, religion (or creed), gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.

Company info

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