Contact Center Manager

Company Overview

Job description:

Mphasis Digital Risk is a one stop shop for Mortgage Solutions offering cutting-edge technology tailored to deliver high performance solutions for our clients. We enable enterprises to achieve speed, innovation and personalization in proactively addressing digital disruptive trends.

Mphasis Digital Risk’s 1,500+ team members make us one of the largest mortgage outsource providers in the U.S., supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators.

Our unique Front2BackTM(F2B) transformation solutions address each phase of the mortgage life cycle with innovative proprietary technology platforms that can be integrated at any stage - from point-of-sale to closing, and again during due diligence and the secondary market. Business-driven KPI’s, high customer-centricity, efficient automation and extensive connectivity transform businesses to achieve winning top and bottom-lines. Additionally, our expertise in analog to digital, effectively balances the power sharing between business and IT to minimally disrupt existing systems and infrastructure.

With a personalized approach powered by digital mortgage solutions, configurable technology and business operations, we deliver transformational improvements to quality, cost, and service. This enables us to help our clients stay ahead in this dynamic industry.

• Key Responsibilities Include:

· Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

· Prepare reports and analyze the contact center’s data

· Completing system audits and analyses

· Maintains and improves call center operations by monitoring system performance

· Identifying and resolving problems

· Preparing and completing action plans

· Assist with recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees

· Administering scheduling systems

· Communicating job expectations

· Planning, monitoring, appraising, and reviewing job contributions

· Enforcing policies and procedures.

Soft Skills:

· Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing

· Ability to manage multiple priorities, meet deadlines, and maintain accurate records

· Adaptive to changing situations in a competitive market

· Ability to identify and resolve complex client issues and make sound decisions using strong analytical and problem-solving skills

Required Qualifications:

· 2 or more years as a BPO CCM or related role

· Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

· Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

· Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

· Business Reviews- Must have experience preparing and presenting Monthly, Quarterly, and Annual Business Reviews, including compiling performance data, identifying key insights, and communicating results to internal and external stakeholders.

· Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

· Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

· Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

· Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.

· Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Preferred Qualifications:

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

· Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

· Knowledge of management principles and familiarity with company products, services, and policies

· Strong coaching and leadership skills, ability to motivate employees.

· Decisiveness and attention to detail.

· Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

· Polite, professional phone voice.

Pay: $65,000.00 - $67,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Vision insurance

Ability to commute/relocate:

• Carrollton, TX 75007: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• BPO CCM: 2 years (Required)

Work Location: In person