Call Center Manager

Harvard Resource Solutions is seeking a Contact Center Manager for our client in Auburn Hills on a direct hire basis.In office ( Hybrid working arrangement is available following 4-6 months of successful employment).Responsibilities of the Contact Center Manager Lead daily team operations by coaching on behaviors, product knowledge, processes, and team development through regular feedback and observations.Drive team performance by meeting KPIs, ensuring exceptional member experiences, and addressing performance gaps.Use workforce management tools to forecast volumes and create staffing plans that meet service level goals. Analyze data for performance improvement recommendations.Hire, train, and evaluate team members, offering coaching and professional development to support member success.Assist with sales and service across contact channels, resolving member disputes while ensuring compliance with policies and regulations.Oversee member communications and scripts, ensuring adherence to policies, laws, and regulatory requirements, including the Bank Secrecy Act and the Patriot Act.Enforce security protocols and ensure accurate member identification in all interactions.Qualifications of the Contact Center Manager 5-10 years of relevant experience, including preparatory roles.High school diploma or GED.Strong trust, credibility, and diplomacy skills.Ability to handle sensitive and confidential communications with customers, reports, and vendors.Skilled in motivating, influencing, and advising stakeholders at various levels.Effective communication in person, by phone, and virtually.Experience in supervising and evaluating team performance.Proficiency with Contact Center software and strategies for engagement and growth.Strong knowledge of Microsoft Office Suite.Ability to analyze data and make informed, data-driven decisions.Comfortable with software and hardware troubleshooting.Experience processing and analyzing loan applications.Knowledge of business, personal, and insurance products/services.Ability to interpret financial information.Skilled in member consultation and achieving sales objectives.Strong analytical, problem-solving, and decision-making abilities.Ability to prioritize tasks, manage deadlines, and work in a fast-paced environment.Must be bondable.Ability to obtain and maintain NMLS ID and notary designation.

Created: 2025-02-15