Now Hiring - Call Center Manager in Hollywood, FL

A&D Mortgage is a Florida-based Nationwide Mortgage Lender providing successful residential and commercial loans for over 20 years. With a team of 200+ employees across the United States, we represent our A+++ service in 40+ states.

We are seeking a highly detail-oriented professional to join Sales Department as an Call Center Manager .

YOU'RE GOING TO

• Hire, coach and provide training to the team of professionals to maintain high customer service standards.
• Develop objectives for the call center’s day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Monitor and improve ordering, telephone handling and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management.

IT'S IMPORTANT TO US THAT YOU HAVE

• Proven experience as call center manager or similar position
• Experience in customer service is required.
• Knowledge of performance evaluation and customer service metrics
• Experience in quality assurance monitoring
• Experience in managing a sale driven contact center environment.
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Bachelor's Degree or equivalent; Higher degree in a relevant discipline will be appreciated.
• Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus

WE OFFER

• Professional growth in a sustainable company;
• Strong team environment;
• Paychecks and compensation package;
• Health benefits;
• 401(k) Plan;
• HSA;
• Salary is competitive and based on experience.

Equal Opportunity Employer

At A&D Mortgage, we value diversity and are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status.

Reasonable Accommodation

If you require reasonable accommodations to participate in the job application or interview process, perform crucial job functions, or receive other benefits and privileges of employment due to a disability, please contact us to request accommodation.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Hollywood, FL 33020: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Work Location: In person