Company name
LendingTree, LLC
Location
Charlotte, NC, United States
Employment Type
Full-Time
Industry
Call Center, Customer Service, Manager, Sales
Posted on
Jan 24, 2022
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