Proctor and Company
Call Center Manager
Proctor and Company, Troy, Michigan, United States, 48083
Locations: 700 Tower Drive, Suite 130 & 400 & 500, Troy, MI, 48098; Daytona Beach, FL, USATime Type: Full timePosted On: Posted 3 Days AgoJob Requisition ID: R24_0000003634Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.Job Title:
Call Center ManagerFLSA Status:
ExemptDepartment:
Lender SolutionsReports To:
Call Center DirectorLocation:
Proctor – 166Company Overview:
Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.Company Culture:
At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth. As we continue to grow and expand, this allows us to offer career paths and opportunities. We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.Role Expectations:
Summary:
The Call Center Manager is responsible for the daily oversight and management of the team of supervisors charged with achieving client deliverables through high-performance teams of customer service representatives. Responsibilities include supervising daily operations and performance while aiming for maximum efficiency and cost-effectiveness in the call center.Essential Duties and Functions:
Develop objectives for the call center’s day-to-day activities.Ensure staff understands and complies with all call center objectives, performance standards, and policies.Provide regular reflective supervision to enhance skills, knowledge, and support personal and professional development.Answer agent questions regarding best practices or difficult calls.Review statistical reports with management/agents to identify trends and assess performance.Ensure that project deadlines are met for goals, objectives, and special projects.Identify operational issues and suggest possible improvements.Assist in the overall performance standards by answering incoming calls, handling escalated calls, and conducting outgoing calls as needed to achieve goals.Devise ways to optimize procedures and keep staff motivated.Measure performance with key metrics such as call abandonment, average speed of answer, and average talk time.Work with other supervisors and management team members to support agents and maximize customer satisfaction.Anticipate escalation and take over calls when needed.Pursue a course of personal, professional development.Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions:Required:
High School Diploma/GEDProficient with MS OfficeAbility to maintain a high level of confidentialityAdvanced conflict resolution skills requiredMust be detail and results-orientedPreferred:
3+ years’ experience in a call center environmentCollege DegreeExcellent interpersonal communication skillsAbility to react and adapt to changes and prioritiesSelf-starter & hunter mentalityFlexibility with work schedulePhysical Requirements:
Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse, and telephone 7-8 hours per day.Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.Vision sufficient for use of a computer monitor.Sedentary position. Ability to sit at a desk 7-8 hours per day.Worker not substantially exposed to adverse environmental conditions.Pay Ranges:
Any posted pay range considers a wide range of compensation factors, including skills, experience, work location, and more. We offer competitive pay while still allowing for compensation growth within the position and company.EEO Statement:
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status, or any other classification protected under law.About Us:
Known in the industry for innovative solutions, collaborative partnerships, and superior customer service, Proctor Loan Protector has been a consistent leader in providing insurance products and services to protect banks, loan originators, mortgage servicers, subservicers, property investors, Property & Casualty agencies, and government entities for over four decades.Proctor’s service deliverables are concentrated almost exclusively on lender-placed insurance, hazard tracking, and related services that complement our primary offering. Focusing energies on such specialization, Proctor has grown to be a respected industry expert.Proctor Loan Protector is a wholly-owned subsidiary of Brown & Brown, Inc. Among the top ten insurance intermediaries in the United States, Brown & Brown invests in Proctor Loan Protector’s technology, people, and infrastructure to enhance the client and borrower experience and provide long-term financial stability.Proctor Loan Protector is a silver-level certified veteran-friendly employer.
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Call Center ManagerFLSA Status:
ExemptDepartment:
Lender SolutionsReports To:
Call Center DirectorLocation:
Proctor – 166Company Overview:
Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.Company Culture:
At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth. As we continue to grow and expand, this allows us to offer career paths and opportunities. We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.Role Expectations:
Summary:
The Call Center Manager is responsible for the daily oversight and management of the team of supervisors charged with achieving client deliverables through high-performance teams of customer service representatives. Responsibilities include supervising daily operations and performance while aiming for maximum efficiency and cost-effectiveness in the call center.Essential Duties and Functions:
Develop objectives for the call center’s day-to-day activities.Ensure staff understands and complies with all call center objectives, performance standards, and policies.Provide regular reflective supervision to enhance skills, knowledge, and support personal and professional development.Answer agent questions regarding best practices or difficult calls.Review statistical reports with management/agents to identify trends and assess performance.Ensure that project deadlines are met for goals, objectives, and special projects.Identify operational issues and suggest possible improvements.Assist in the overall performance standards by answering incoming calls, handling escalated calls, and conducting outgoing calls as needed to achieve goals.Devise ways to optimize procedures and keep staff motivated.Measure performance with key metrics such as call abandonment, average speed of answer, and average talk time.Work with other supervisors and management team members to support agents and maximize customer satisfaction.Anticipate escalation and take over calls when needed.Pursue a course of personal, professional development.Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions:Required:
High School Diploma/GEDProficient with MS OfficeAbility to maintain a high level of confidentialityAdvanced conflict resolution skills requiredMust be detail and results-orientedPreferred:
3+ years’ experience in a call center environmentCollege DegreeExcellent interpersonal communication skillsAbility to react and adapt to changes and prioritiesSelf-starter & hunter mentalityFlexibility with work schedulePhysical Requirements:
Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse, and telephone 7-8 hours per day.Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.Vision sufficient for use of a computer monitor.Sedentary position. Ability to sit at a desk 7-8 hours per day.Worker not substantially exposed to adverse environmental conditions.Pay Ranges:
Any posted pay range considers a wide range of compensation factors, including skills, experience, work location, and more. We offer competitive pay while still allowing for compensation growth within the position and company.EEO Statement:
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status, or any other classification protected under law.About Us:
Known in the industry for innovative solutions, collaborative partnerships, and superior customer service, Proctor Loan Protector has been a consistent leader in providing insurance products and services to protect banks, loan originators, mortgage servicers, subservicers, property investors, Property & Casualty agencies, and government entities for over four decades.Proctor’s service deliverables are concentrated almost exclusively on lender-placed insurance, hazard tracking, and related services that complement our primary offering. Focusing energies on such specialization, Proctor has grown to be a respected industry expert.Proctor Loan Protector is a wholly-owned subsidiary of Brown & Brown, Inc. Among the top ten insurance intermediaries in the United States, Brown & Brown invests in Proctor Loan Protector’s technology, people, and infrastructure to enhance the client and borrower experience and provide long-term financial stability.Proctor Loan Protector is a silver-level certified veteran-friendly employer.
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