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.

>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.

>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.

>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.

>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.