Customer Service Unit Manager Job in Greensboro, North Carolina US
Customer Service Unit Manager
Specific Job Description: The Call Center Unit Manager is responsible for directly managing the Team managers and their respective teams consisting of 10-20 customer service associates. The Unit Manager must ensure adequate staffing levels, timely call response, and high levels of customer and associate satisfaction. The Unit Manager role is responsible for attaining customer contact goals including but not limited to, quality answer rates, productivity, accuracy, customer satisfaction and sales. Unit Managers must have the ability to drive results, create a strong vision and develop strategy into actionable plans and goals. Additionally, the role is accountable for collaborating with all levels and demonstrating strong relationship management and influencing skills critical to driving business strategies and resolving issues Job Duties · Demonstrate and apply strong knowledge of Call Center functionality/metrics and technologies · Demonstrate ability to lead through change and integration · Execute/Implement practices to improve operating efficiencies and to ensure timeliness and accuracy of work flow. · Responsible for driving group performance/results against plan and meeting/exceeding all goals and metrics across multiple teams · Hold weekly meetings with your staff, imparting any new information, training materials, etc., for coaching and mentoring opportunities · Identify and remove any obstacles, ensuring departmental success · Motivate and sustain a winning culture within department · Lead/Participate in initiatives/projects that produce national business impact · Effectively influence decisions that impact call center metrics, associates, and customers · Build relationships within a vast network of people and across all levels and hierarchies · Tracks issues and trend results making recommendations to maximize customer satisfaction and improve contact center processes General Job Description: Manages 2 or more teams of Mortgage Servicing associates. Monitors workflow and operational efficiency in order to recommend changes and operational improvements. Primary focus is day to day operational execution with occasional contribution to broader planning within area of expertise. Responsible for the direction and training of subordinate team managers. Responds to complex customer, investor, or third party inquires. Oversees staffing, allocates and coordinates resources and handles personnel related issues. Fully knowledgeable of assigned functional area and has thorough understanding of entire servicing function. Typically will have more than 7-9 years experience with a working knowledge of the mortgage business and at least 2-3 years as a manager. Manages 2 or more teams of Mortgage Servicing associates. Monitors workflow and operational efficiency in order to recommend changes and operational improvements. Primary focus is day to day operational execution with occasional contribution to broader planning within area of expertise. Responsible for the direction and training of subordinate team managers. Responds to complex customer, investor, or third party inquires. Oversees staffing, allocates and coordinates resources and handles personnel related issues. Fully knowledgeable of assigned functional area and has thorough understanding of entire servicing function. Typically will have more than 7-9 years experience with a working knowledge of the mortgage business and at least 2-3 years as a manager.