Team Lead, Client Service Analytics

 

The Team Leader of CX (Client Experience) will be responsible for leading a team of CX Quality Scorers. The TL should have a background in speech analytics, coaching and call auditing. The TL will be responsible for identifying opportunities for teams across the company, and ensure the CX Scoring Team is providing trending data to the CX Coaches and Coaching TL.

WHAT YOU WILL BE DOING

• Daily and weekly updates to analytic software based on plays, new rollouts, needs from the business units
• Programming speech analytics software 
• Organize and manage own work, projects, priorities, deadlines and follow up on assignments with minimal direction, while also successfully working as part of a team and enjoy group problem solving
• Responsible for maximizing the utilization of speech analytics to drive actionable insights and quantifiable improvement to the business.
• Ability to adjust quickly and with minimal effort to an agile work environment and multi-task across multiple projects and priorities 
• Ensuring all client facing team members are evaluated monthly by auditing call scores
• Task non-negotiable calls to leaders
• Review calls and provide analysis and trends to business unit leaders and coaches
• Coach and develop team members to thrive in a production based role.

WHAT WE NEED FROM YOU

Required:

• Past experience programming speech analytics software
• Advanced MS word, Excel, PowerPoint, and Salesforce knowledge and experience.
• Ability to utilize Excel knowledge to run pivot tables, advanced formulas, macros, etc.
• Ability to work well under pressure in a challenging, changing, fast-paced environment.
• Excellent analytical, problem solving, and decision making skills, applied with a solution-focused attitude.
• Inquisitive and personable with a strong understanding of business strategy, data visualization, and process improvement
• Excellent organizational and writing skills; can handle multiple projects at once
• Strong presentation skills and comfortable presenting to large groups
• Aptitude for working with users of many skill levels and personalities

THE PLACE & THE PERKS

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

 

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

 

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

 

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

DISCLAIMER

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.