Joann Conant Email & Phone Number

United States

St Louis, Missouri, United States

Noram

Reporting directly to the VP of Direct Lending - >Responsible for daily call monitoring of the Home Loan Consultant following established monitoring protocol and scoring models. >Provide detailed feedback and coaching sessions with each Home Loan Consultant to ensure that all aspects of the quality assurance program are being met. >Maintain consistent tracking method to ensure monitoring progress of Home Loan Consultants.>Assist Home Loan Consultants with transactional issues that may arise and taking into consideration the Customer and Company Loan Services to arrive at a decision. >Work closely with Senior Management to implement new programs, changes to existing programs and maintain a professional world class Call Center. >Work with Servicing partners to transition into the Aspect Call Management system for Call Monitoring purposes as well as for schedule adherence, vacation, personal and sick day scheduling.

>Responsible for direct supervision, coaching and personal development of Call Center Representatives, Call Center Supervisors, Dispatching and the Contracting Manager.>Manage and execute team and individual goals related to sales, customer service and retention goals, delinquent collections objectives, call center metrics and corporate goals.>Conduct process evaluations, recommendations for improvements, develop change management plans and recommend salary/promotion changes.>Recruit, interview, hire, train and coach call center personnel including observing and evaluating staff performance, productivity and quality standards.>Responsible for creating and maintaining company policy and procedural manuals for all call center personnel.>Effectively support and manage customer relationships as well as manage escalated customer relation issues to ensure customer care standards are met.>Responsible for managing and enforcing company policy guidelines for the delinquent Collections Department in accordance with the Fair Debt Collection Practices Act.>Responsible for reviewing applicant credit bureau reports in accordance with the Fair Credit Reporting Act in order to determine applicant credit worthiness.

>Reporting directly to the Senior VP, responsible for overseeing Workforce Management processes for the Direct-to-Consumer Sales division of the 10th largest mortgage lender in the nation. >Acted as liaison between the Call Center, Telecommunications, Senior Management, Client Accounts/Marketing, Human Resources and Payroll divisions.>Worked in partnership with the AVP of DTC Sales managing special projects in cooperation with the Training and Process Improvements division to increase ease, accuracy and efficiency of Mortgage Planner processes and procedures.>Conducted Workforce Management presentations for new hires, corporate business executives and potential business clients.>Conducted coaching and development for various levels of staff in regards to call center metrics, statistics, standards, departmental and corporate goals.

>Accountable for key performance indicators, such as Service Level, Abandonment Rate and Average Speed of Answer for all call center units.>Reporting directly to the VP of Operations, led team of Call Center Administrators responsible for real-time monitoring, forecasting, scheduling and intraday adjustments of 200+ seat, multi-skill operation receiving over 500,000 contacts annually.>Responsible for capacity planning analyses to determine FTE requirements, agent time off, optimal dates/times for operation meetings, training and other events, and quarterly schedule bidding via a combined performance and seniority-based schedule bidding process.>Work as liaison between contact center and Telecommunications in handling telephony issues.>Responsible for maintenance and trouble-shooting of the IEX software.

>Act as team lead responsible for Workforce Management process in multi-site, multi-skill operation accountable for key performance indicators, such as Service Level, Abandonment Rate and Average Speed of Answer.>Led team of traffic controllers in real time observation of call volume in comparison to forecast, monitoring of agent adherence, and the flow of call traffic to external resources.>Managed and directed transition from IEX TotalView Non-skills based forecasting and scheduling environment to Skills forecasting and scheduling environment.>Developed common Real-Time Monitoring process that creates ownership of Service Level among Contact Center Supervisors and Workforce Management fostering a constant sense of urgency regarding Service Level and ensuring a consistent, disciplined process is used for all departments.>Worked as liaison between operation Managers and Telecommunications in handling telephony issues.>Responsible for forecasting and scheduling analyses to ensure optimal scheduling of agents, accounting for marketing campaigns, agent time off, operation meetings and other events, and schedule bidding via performance-based scheduling process.>Responsible for maintenance and trouble-shooting of the IEX software and work as liaison between Workforce Management, Telecommunications, and the IEX support center.