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Contact Center Supervisor
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$78,100 - $117,200 a year
Full-time
- Provides leadership, guidance, motivation and development through use of the Omega Coaching Model.
- Communicates production and referral expectation for consumer loan products, insurance services (WIS and WFS), investment services (WFS), home equity products (MCC Mortgage Loan Originators) and first mortgage products (Real Estate Mortgage Loan Originators).
- Demonstrates adherence to the Member Contact Center (MCC) Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes.
- Provides guidance, motivation and performance improvement relating to agent performance, quality assurance, errors, individual agent goals and career path by use of one-on-one coaching and team meetings.
- Assists on the MCC support queues such as MCC Supervisor Queue and Loans by Phone Supervisor Queue and provides guidance on policy, procedure and assistance with escalations.
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