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Call Center Team Leader

Call Center Team Leader

Job ID 
2017-1980
Job Locations 
US-NV-Las Vegas
Job Type 
Regular Full-Time
Department 
Single Family Mortgage

More information about this job

Description:

BofI Federal Bank is one of the fastest growing banks in the nation. We are publicly traded (NASDAQ: BOFI), FDIC insured, and an Equal Housing Lender.

 

We rely on the collaborative creativity, intelligence, curiosity and innovation of our employees. We’re tech-savvy problem-solvers who are competitive and hungry for success.

 

The primary responsibility of the Client Success Rep Team Leader is successful management of a team of Client Success Representatives (CSRs), achieving call center volume, required performance metrics and business unit objectives. The Client Success Team Leader will be responsible for identification of talent, recruiting, training and the development of the team.

  • Recruit and retain Client Success Representatives
  • Coach team on performance optimization, overcoming objectives and various sales and service initiatives
  • Achieve required call volume and transfer rate to support organizational objectives
  • Manage the CSR performance, motivation, scheduling, training, and administration of policies/procedures
  • Advise and assist in resolution of customer complaints concerning any area of the company
  • Teach sales techniques in an environment with company provided leads
  • Work with SVP to achieve team/department monthly goals
  • Collaborate with the Sales departments to assist in the flow of production/sales

Key Skill Sets or Knowledge Requirements:

  • Call center management with exceptional customer service and pipeline management
  • Excellent verbal and written communication skills
  • Learn quickly
  • Detail-oriented with the ability to multi-task and manage time exceeding goals for a metrics based environment
  • Microsoft Office
  • Proficient in Velocify or alternative lead management system

Desired Career Experience & Education Requirements:

 

  • Phone/internet lead solicitation experience
  • Proven development and implementation of new strategies and procedures

Preferred:

  • Bachelor's degree
  • 3+ years Call Center Management with a record of success in an outbound, inbound/blended environment

 

Job Functions & Work Environment:

 

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

 

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

 

 

Equal Employment Opportunity: 

 

BofI Federal Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex , gender identity and expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws. Candidates must possess authorization to work in the United States.