Senior Manager - Customer Care

OUTSTANDING LEADER NEEDED!


 


LendingTree is the leading online lending exchange that connects consumers with lenders and REALTORS?. LendingTree provides a positive, energetic and entrepreneurial environment for all employees to enjoy an opportunity for personal and professional growth. Our values of continuous improvement, integrity, results-oriented performance assessments and excellent customer service make up the foundation upon which we have built our organization.


 


We are the fastest growing mortgage company in Orange County, CA and this means great opportunity for YOU as a Sr Manager for our Customer Care Department.


 


As a manager in the Customer Care division, you will be responsible for managing a team of Customer Care and Transaction Coordinator Team Managers.Most importantly, you will be responsible for developing and monitoring Customer Care policies, procedures and operational structure as well as collaborating with other management staff in providing vision and leadership to the department are only a few of the main responsibilities for this role.  You will also be expected to set aggressive goals and manage the operation to exceed those goals.


 


Responsibilities include, but are not limited to:


Working collaboratively with multiple departments as it relates to the contact center operation


Ensuring that Customer Care provides excellent customer service to both internal and external customers


Championing and Implementing change within the team


Growing and developing the outbound telemarketing organization in partnership with other managers 


Tracking and assessing employees' productivity and quality


Communicating with Technology Group to identify system problems and determine solutions


Cooperating with Lender Relations Group and Realty Services to identify ways to track and improve lender/REALTOR? performance


Monitoring the workflow of the department to ensure that service levels are met 


Addressing any problems that require disciplinary action


Promoting a positive work ethic


 


A successful candidate will have the following skills and attributes:



Thorough understanding of the lending and real estate industries and contact center operations


Excellent written and verbal communication skills


Ability to think independently and follow through effectively 


Ability to analyze productivity and quality control data 


Ability to provide constructive feedback and training to Customer Care Consultants and first line Customer Care Managers


Experience coordinating, monitoring and tracking deliverables


Ability to operate in a fast-paced, highly dynamic environment


Proficiency with Microsoft Office applications, the Internet, Clarify and ability to learn LendingTree specific applications (Silknet, Customer Web, Live Chat, Avaya CMS).



Education / Experience Requirements:


Minimum of 3 years management experience, preferably in a contact center environment (5-7 years of management experience is desired)

Minimum of 3 years experience in the mortgage industry

College education or equivalent.
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