Unknown Company is hiring a Call Center Team Leader (Greensboro)

Vanderbilt Mortgage and Finance, Inc. is hiring a Call Center Team Leader (Greensboro) to oversee a team of agents dedicated to providing excellent customer service for existing clients. This role is central to implementing operational goals, developing team members, and driving process improvements within our call center.

What You'll Do

• Guide and develop a team of Call Center Agents by providing regular coaching, training, and support.
• Monitor call center volume to ensure adequate staffing and coverage.
• Ensure effective training for new hires and monitor training performed by intermediate agents.
• Collaborate with management to recommend performance goals, identify risks, and suggest process improvements.
• Lead regular team meetings to counsel and develop professional skills.
• Supervise the onboarding process for all new department hires.
• Measure team productivity daily to ensure the Call Center meets all KPIs.
• Assist in the support queue to coach agents and handle escalated calls.
• Review and recommend solutions for escalated customer and departmental issues.
• Monitor team communications to provide in-the-moment coaching and identify development opportunities.
• Approve work time and paid time off for team members.
• Lead interviews for call center candidates and make hiring recommendations.
• Conduct stay interviews and exit interviews for agents.
• Perform annual Performance Development Reviews and provide recommendations to management.
• Perform follow-ups with customers after a loan review.
• Support agents in researching and resolving customer service issues via phone, in person, and email.
• Collaborate on various projects and administrative functions such as scheduling.
• Partner with leadership to develop reporting and audits to ensure compliance.

What We're Looking For

• High School diploma or equivalent.
• 3 years of experience as an individual contributor in a relevant role.
• Strong computer skills with ability to navigate the Microsoft Office Suite.
• Ability to travel to conferences, retreats, training, and remote locations monthly to quarterly.
• Understanding of state and federal guidelines including RESPA, CFPB, TCPA and related regulatory compliance.
• Strong interpersonal skills to work across internal teams and with external partners.
• Ability to gather facts accurately, analyze causes, evaluate solutions, and arrive at sound conclusions.
• Willingness to provide and receive constructive feedback.
• Ability to manage multiple and/or conflicting responsibilities.
• Great attention to detail and organizational skills.
• Ability to work effectively in a team environment.
• Ability to multi-task, work independently, and manage time effectively.
• A professional, thorough, and resourceful problem solver.

Nice to Have

• College education.
• Experience demonstrating mentorship of peers.
• Bilingual skills.
• Deep knowledge of loan servicing within the mortgage industry.

Technical Stack

• Microsoft Office Suite

Team & Environment

You will oversee Call Center Agents, Welcome Call Agents, and Intermediate Call Center Agents, reporting directly to the Call Center Manager.

Benefits & Compensation

• Compensation range: $49,375.00 to $61,718.50.
• Medical and Dental Plan with Prescription Coverage and Vision.
• Competitive benefits including 401(K) with 100% company match of the first 4%.
• Paid time off, maternity/paternity leave, and holidays.
• Community involvement including Volunteer Paid Time Off (VTO).
• Tuition Assistance for your first degree.
• Onsite fitness facility with full gym, workout classes, volleyball and basketball courts, ping-pong, disc golf course, and onsite restaurant.
• Wellness programs focusing on emotional, social, spiritual, intellectual, environmental, physical, and financial well-being.
• Collaborative and energetic work environment.
• Professional development and promotional opportunities.
• Competitive bonus programs.

Work Mode

This position follows a hybrid work model and is based in Greensboro.

Vanderbilt Mortgage and Finance, Inc. is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.