Customer Care Team Manager
IAC (Charlotte, North Carolina)

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The objective of this position is to serve as a first line supervisor, directly managing a team of consultants responsible for customer contact.  The Team Manager will work collaboratively with the Senior Customer Care Manager and his/her peers to provide leadership to the consultants, set performance objectives, and identify improvement opportunities. The Team Manager will also continuously monitor performance and assure adherence to all metrics and expectations.   Duties and Responsibilities: 1.      Team PerformanceRepresent LendingTree in a positive, professional manner at all times. Ensure that Customer Care consultants provide excellent customer service to both internal and external customers. Track and assess consultants’ daily and weekly productivity. Conduct bi-annual reviews with consultants. Responsible for promoting a positive work ethic and team morale through planning special events, creating incentive programs, etc. Responsible for addressing any problems that require coaching or corrective action, following Customer Care’s performance improvement plan process.  2.      Coaching & DevelopmentConduct and review quality control inspections to monitor the team’s performance through side-by-sides/serve observe and provide timely feedback to consultants. Working knowledge of all training material and Customer Care systems. Ability to facilitate training to the team as directed by Performance Support. Ability to identify strengths and weaknesses of the team, mentor, and assist with developing career path of consultants. 3.      Operational DutiesEnsure daily staffing plan is implemented by monitoring consultant adherence to schedule. Monitor the workflow of the department to ensure that service levels are met for all mediums of contact (i.e., “QB”).  Work with Scheduling & Forecasting to make real time staffing decisions. Ensure coverage on internal help desk and handle escalated issues as needed. Handle all aspects of customer contact when needed. Responsible for communicating technical issues to the appropriate party and follow-up as necessary until resolved. Ensure lender/REALTOR® feedback and borrower feedback is escalated accordingly. Identify improvements for internal/external processes and systems to improve department efficiencies and communicate recommendations to Customer Care Management team. Assist Performance Support in developing training material as needed. 4.      Administrative DutiesFacilitate team meetings and training when needed. Track attendance, payroll, and accomplishments of the Customer Care consultants. Handle real time schedule requests Coordinate, monitor and track deliverables. Serve as a contact person in the absence of the Customer Care Senior Manager. Assist in interviewing and selecting new hires through Customer Care’s hiring process.  Skills / Knowledge Requirements:Professional Knowledge:Understanding of the lending and real estate industries. Understanding of contact center operations.Communications / Management:Excellent written and verbal communication skills.Ability to think independently and follow through effectively, detail-oriented, ability to analyze productivity and quality control data, ability to provide constructive feedback and training to Customer Care Consultants. Experience coordinating, monitoring and tracking deliverables. Ability to operate in a fast-paced, highly dynamic environment.Other Comments:Proficiency with Microsoft Office applications and the Internet. Proficiency with Clarify. Proficiency with LendingTree specific applications (Silknet, Customer Web, Live Chat, Avaya CMS) Education / Experience Requirements:At least two years customer service experience is required, preferably in a call center environment. Management experience desired. College education or equivalent. Must be bilingual.