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Call Center Manager

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The Purchase Specialist Manager is responsible for managing the entire lead process flow. Coordinate the lead and personnel development within the purchase vertical.  Serve as an escalation point for team members to help solve issues that arise in the lead contact process.  Assist to effectively manage the work load to meet or exceed established service levels.  Ensure all staff is properly trained in all areas of the lead and prequal process.

Essential Job Functions:

  • Manage purchase specialists by possessing and demonstrating strong supervisory skills.
  • Manage a department of staff members.
  • Monitors lead flow to ensure SLA's are consistently met or exceeded.
  • Ensure leads are assigned, called and status in compliance with the lead process and procedures.
  • Manage and redistribute workload when necessary to maintain established service levels and ensure a positive customer service experience.
  • Monitoring daily, weekly and monthly production reports
  • Allowing constant accessibility to take on immediate issues/concerns which need immediate attention.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This job is responsible for supervising a team of Purchase Specialsts.

Education and/or Experience:

  • High School diploma or equivalent required.  College degree preferred
  • Minimum of 2 years mortgage supervisory/management experienced
  • Demonstrated leadership qualities with the ability to provide vision and inspiration to peers and others
  • Familiar with a variety of lead management concepts, practices and procedures. Working knowledge of compliance regulations
  • Proficient with MS Office
  • Ability to work in a high paced team environment, recognizes and acts on changing priorities
  • Ability to work extensive hours during high volume
  • Strong verbal and written communication skills
  • Demonstrated analytical skills
  • Prioritization skills
  • Performance Management experience