RealEstate.com Contact Center Manager

The objective of this position is to manage the performance of the NorthStar consultants and team leads.  More specifically, managing the department?s response to customer contacts and escalated issues in order to facilitate information gathering and a successful transfer to an outside agent.  

 

Duties and Responsibilities:

?  Represent RealEstate.com in a positive, professional manner at all times.

?  Responsible for ensuring that the team provides excellent customer service to both internal and external customers through the direct supervision of team leads and the direct/indirect supervision of individual consultants.

?  Serve as a contact person in the absence of the Customer Care VP. RE.com Brokerage VP or Business Owners.

?  Track and assess consultants? daily productivity and report to Management Team, paying special attention to key areas that require additional training.

?  Maintain knowledge base of approved scripting.

?  Conduct and review quality control inspections to monitor the department?s performance. 

?  Identify improvements for internal/external processes and systems to reduce the number of customer inquiries and communicate these recommendations to Business Planning. 

?  Communicate with Technology Group to identify system problems and determine solutions.

?  Cooperate with various external partners to identify ways to track and improve performance. 

?  Monitor the workflow of the department to ensure that service levels are met.

?  Give direction to team leaders to ensure their tasks are completed timely and accurately.

?  Responsible for addressing any problems that require disciplinary action, and reporting these problems in accordance with current company/departmental procedures.

?  Responsible for managing head count and overtime to funds allocated in the budget.

?  Handle all aspects of customer contact from RealEstate.com customers and other partner?s customers.

?  Responsible for promoting a positive work ethic and team development through team meetings and communication with individual members of Customer Care.

?  Manage relationship between re.com brokerage division and business partners who will utilize contact center as a resource (i.e. private label).

?  Act as a liason between re.com brokerage agents in the field and the call center to assist with technical issues.

?  Act as the corporate administrator in the capacity of creating, modifying and terminated re.com brokerage agent portal accounts.

?  Work closely with Brokerage market?s closing coordinator?s to ensure incentive?s are allocated appropriately.

?  Act as Business Owner in emerging technology planning to ensure all requirements are gathered.

 

 Skills / Knowledge Requirements:

?  Professional Knowledge:

Real Estate experience is preferred, but not required.

Call Center Manager experience required.

 

?  Communications / Management:

Ability to think independently and follow through effectively, detail-oriented, ability to analyze productivity and quality control data, ability to provide constructive feedback and training to Consultants.

 

?  Other Comments:

Proficiency with Microsoft Office applications and the Internet.

 Education / Experience Requirements:

?  At least two years customer service experience is required, preferably in a call center environment.  Management experience required.

?  College education or equivalent management experience.