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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