Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

The Sales Support Director is responsible for innovation and leadership in developing and implementing initiatives in the Call Centers that support company goals and objectives. Design, implement and manage Business Telecom strategy for the mortgage loan origination channel ensuring Call Center efficiency. Manage call center reporting for lead performance, Agent/Team performance, and overall Call Center(s) performance. Identify and share improvement recommendations with the business and/or Telecom and champion change as needed to help improve key performance indicators and in turn, better our overall customer service and the business’ bottom line. Translate business requirements into process and technology improvements ensuring the systems are user friendly and continually adapted to departmental use.

Essential Functions, Duties, and Responsibilities

• Manage the overall operation of the call center with a focus on lead routing and development.
• Primary liaison with IT Telecom
• Provide leadership and influence for the direction of Call Center technology.
• Business responsibility for directing and managing Telecom infrastructure and resources, Toll Free Number set-up and tracking, call center lead routing strategies including but not limited to call center phone, Outbound iLeads and CHAT.
• In production, technology and production awareness and troubleshooting, IVR management, emergency lead routing and capacity management support:
  • Includes set-up / tear-down of call center sites focusing on required changes in lead routing, processes, skill, Agent, VDN prioritization and set-up
  • New campaign set-up end to end
  • Design process and tracking for all queues including routing specialization based on lead type
• Manage team in central site (and across sites) with ultimate business responsibility for creating, standardizing and supporting all processes, reports and call center tools needed to support the call center(s)
• Business administration responsibility for call center tools such as LMS, Call Monitoring and Recording, Workforce Management and Chat
• Lead business contact with Marketing on new campaigns, lead forecasts, tracking, lead/campaign performance,
• Manage vendors and in-house programs used to support Sales leads– programs may include: iLead program, Outbound campaigns, receptionist outsourcing and Inbound Sales lead screening
• Manage the BRP for Sales and Support includes responsibility for call center tree updates, DR tests and on-going BRP maintenance.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree.
• 10+ years of Call Center management experience.
• Background with service operations including call center management.
• Management of multi-site locations.
• Experience in strategic planning and execution.

Skills, Abilities, and Knowledge

• Must possess the ability to work efficiently and accurately
• Proven leadership skills.
• The ability to consult, advise and effectively communicate with all levels of management, peers and subordinates in both technical and non-technical audiences.
• High energy individual with a sense of urgency and proven ability to meet deadlines under pressure.
• Adaptable, flexible and willingness to be involved in the details to get the job done.
• Ability to look ahead and take part in designing and driving department’s strategic direction.
• Proficient with call center metrics and reporting packages. Microsoft suite of applications.
• Mature and proven experience with multi-faceted telephony technologies such as IVR, Dialer, WFM and ACDs.
• Detail Oriented.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Last Updated: October 2021

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave

• Pet insurance

• Adoption Assistance

• Tuition reimbursement

• Employee Loan Program

• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

Newrez NOW:

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more

• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice

• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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