Team Lead, CX Coaching

The Team Leader of Client Service Coaching will lead the Operations and Underwriting coaching team. They will be responsible for ensuring team goals are met, auditing production for quality, team member development, recommendations to increase team member performance to the AVP of Client Service and Leaders throughout the company.

WHAT YOU WILL BE DOING:

• Hiring, training, coaching and leading a team of call coaches in all facets of their roles
• Meeting with Leaders monthly to identify gaps, trends, expectations and give recommendations
• Ensuring the team is coaching efficiently, giving accurate and clear feedback
• Owning call non-negotiables and working with leaders to determine appropriate coaching plans
• Facilitating call calibration meetings and weekly meetings with coaches for consistency
• Collaborating with Team Leader of Coaching for Sales to bridge gaps amongst business units and share ideas
• Helping team members prepare reports, analyzing data and presenting to Senior leaders throughout Ops and Underwriting
• Utilizing reporting to improve processes and maximizing efficiency within the team
• Working with the content developer for training needs

WHAT WE NEED FROM YOU:

• 3+ years related job experience
• 9+ months with UWM
• CX Coaching experience
• Strong reporting and analytical skills
• Strong use of MS Word, Excel, PowerPoint, and Salesforce
• Strong presentation skills and comfortable presenting to large groups
• Ability to motivate and lead a team to achieve daily goals
• Be in the weeds of their business
• Strong communication skills
• Creativity
• High School Diploma
• Onsite attendance is required

THE PLACE & THE PERKS:

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.