Call Center Manager

Village Capital is a well-established mortgage company committed to delivering a quick, efficient, and quality mortgage loan process to our customers and business partners. We are a nation wide mortgage lender specializing in FHA, VA, USDA Loans. Our Headquarters are located in Henderson NV. We are a lender/servicer, who works with loan originators, brokers, and correspondents to offer our customers great rates and good terms.

Position Overview:

We are seeking a talented and experienced Call Center Manager to join our team. As a manager, you will play a pivotal role in helping to lead and oversee the customer service department.

Duties

• Lead a team of customer service representatives to achieve performance goals and exceed customer satisfaction metrics.
• Develop and implement strategies to optimize Call Center operations, including workflow management, quality assurance, and training programs.
• Analyze performance data to identify trends, opportunities for improvement, and areas of excellence.
• Create a positive and collaborative work environment that encourages teamwork, open communication, and professional growth.
• Serve as a liaison between the Call Center team and other departments to ensure alignment of goals and objectives.
• Communicate with executives KPI's and areas for growth

Experience

• Proven experience in Call Center management or a similar leadership role, preferably in a fast-paced environment.
• Excellent communication skills, with the ability to effectively interact with team members, customers, and executives.
• Strong analytical skills and a data-driven approach to decision-making.
• Proficiency in Call Center software and CRM systems.
• Flexibility to adapt to changing priorities and business needs.

Benefits:

401(k) matching

Dental insurance

Health insurance

Health savings account

Paid time off

Vision insurance

Compensation based off experience

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Henderson, NV 89074: Relocate before starting work (Required)

Work Location: In person