Call Center Manager Job at Harvard Resource Solutions LLC, Auburn Hills, MI

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  • Harvard Resource Solutions LLC
  • Auburn Hills, MI

Job Description

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.

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