Sr. Manager, Contact Center Operations

LendingTree - Charlotte, NC4.0

Full-timeEstimated: $63,000 - $84,000 a year
EducationSkills
THE ROLE

We are looking for a Senior Manager in our Contact Center Operations team to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. A successful candidate for this role will show the ability to plan and implement contact center strategies, proactively search for inefficiencies, and lead staff through a goal of continuous improvement.

RESPONSIBILITIES:
Administer, synchronize, and optimize technology stack including CRM and telephony systems
Enhance agent productivity by enabling the team to work smarter by simplifying processes and implementing new tools
Oversee all dialer operations and optimization of active inbound and outbound campaigns
Oversee all QA and Training operations
Oversee partner audits
Create and maintain documentation on process, policies, and relevant training materials
Generate data-driven insight to help management execute sales strategy
Own end-to end sales process and conversion rates through the sales funnel
Assist with Salesforce and Five9 administration and project prioritization
Assist sales staff in achieving quota and maximizing win rates
Focus on continuous process improvement and enablement
Manage a team of operations professionals
Create and document new processes and workflows
Identify, troubleshoot technical, and implement fixes for technical issues
Evaluate and ensure team member’s timely usage of company CRM system to support forecasting, sales pipeline reports, and important client activity

SKILLS / REQUIREMENTS:
Demonstrated success in a sales or service operational environment
Ability to understand high-level consumer outreach strategies, translate them into system and process requirements, and ensure execution and business impact
Salesforce.com platform experience creating views/reports, optimizing processes, managing dashboards
Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment
Track record in driving change and removing hurdles in fast growth organizations by working cross-functionally with Product, Technology, Sales, Service, Analytics, and Accounting teams.
Strong working knowledge of omni-channel technology including Live Chat and SMS
Demonstrated ability using quantitative analysis in the sales process
Analytical and demonstrated ability to extract key business insights through data analysis
Excellent verbal, written and interpersonal communication skills, including presenting to C-level executives
Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment
Possess a figure-it-out mentality on real time problem solving
Experience

Bachelor’s degree required
5+ years of experience in sales ops and/or business systems
Experience building and/or managing an operations team
Certified Salesforce Administrator a plus
Five9 Administrator a plus
Experience in workforce optimization
Knowledge of small business, Lending and/or Internet Advertising a plus
COMPANY

LendingTree was founded in 1996 by CEO Doug Lebda to help people comparison shop and get a great deal on the single biggest transaction of their lives: their mortgage. Since then, we’ve facilitated over 65 million loan requests, while becoming a household name and today we do much more than mortgages. We are the #1 online marketplace in the US for consumers to comparison shop for mortgages, personal loans, credit cards, student loans, auto loans and insurance.

Headquartered in Charlotte, North Carolina and with offices in the Bay Area, Chicago, New York City, and Charleston –we’re looking for an talented individuals that will continue making great products. If you’re looking for an opportunity with a dynamic company that is fanatically pro-consumer and that champions your entrepreneurial spirit, then you’ve come to the right place!

Our Culture

Want to wear shorts and comfy shoes to work? No problem! Our clothes are casual, but our work ethic is anything but. Every one of us is expected to challenge the status quo, to have an opinion and to stand up, ask for the ball and run with it to meet our aggressive goals… then we have some fun!

We’re always looking for the best, brightest, high energy, results-driven Rock Stars to join our team. We reward innovation, creativity and the ability to just GET STUFF DONE.