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Call Center Team Lead in Lake Zurich, IL at Dovenmuehle

Date Posted: 10/19/2018

Job Snapshot

Job Description



Summary:

HIRING EVENT Thursday, October 18, 2018 10 AM – 4 PM Kemper Lakes Business Park, 1 Corporate Drive, Lake Zurich, Il 60047 Specialized call center of 20 Loss Mitigation SPOC reps - Single Point of Contact for borrowers across the country requesting assistance to modify their mortgage and avoid foreclosure.



Responsibilities include, but are not limited to, the following:

  • Hours are 11 am - 8 pm Monday - Friday
  • •Deliver continuous coaching and positive reinforcement to the staff, leading the team to meet and exceed client expectations and company goals
  • •Effectively communicate Department standards & expectations, track & measure individual and team goals, assist with evaluations of agents, providing feed-back and support
  • •Proactively identifies work flow process improvements, suggest and implements resolutions
  • •Monitor call volume in queues; prioritize and distribute work load for the team and ensure productivity standards are met and tasks are completed on time
  • •Set example for team members, maintaining a professional manner at all times, adhering to all company policies and procedures
  • •Handle escalated issues and serve as back up for overflow of work
  • •Will attend and participate in all department and team meetings, all other duties assigned by department maanagement
  • Hours are 11 am - 8 pm Monday - Friday
  • •Deliver continuous coaching and positive reinforcement to the staff, leading the team to meet and exceed client expectations and company goals
  • •Effectively communicate Department standards & expectations, track & measure individual and team goals, assist with evaluations of agents, providing feed-back and support
  • •Proactively identifies work flow process improvements, suggest and implements resolutions
  • •Monitor call volume in queues; prioritize and distribute work load for the team and ensure productivity standards are met and tasks are completed on time
  • •Set example for team members, maintaining a professional manner at all times, adhering to all company policies and procedures
  • •Handle escalated issues and serve as back up for overflow of work
  • •Will attend and participate in all department and team meetings, all other duties assigned by department maanagement

Job Requirements



Job requirements:

  • •At least 3 years of relevant work experience including a leadership role
  • •Proven ability to lead, coach and supervise while demonstrating outstanding customer service while promoting team cohesiveness
  • •The ability to work effectively under pressure & meet deadlines with a positive, professional attitude/demeanor
  • •Available to work overtime and change shifts as required by business needs including weekends and nights
  • •At least 3 years of relevant work experience including a leadership role
  • •Proven ability to lead, coach and supervise while demonstrating outstanding customer service while promoting team cohesiveness
  • •The ability to work effectively under pressure & meet deadlines with a positive, professional attitude/demeanor
  • •Available to work overtime and change shifts as required by business needs including weekends and nights