What are the responsibilities and job description for the Contact Center Supervisor (Mortgage) position at Intelliloan?
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.
