United Shore

Team Lead, Speech Analytics

Business Unit
United Shore
Location
US-MI-Pontiac

 

The Team Leader of Client Experience (CX) will be responsible for leading a team of CX Quality Scorers.  The TL should have a background in speech analytics, coaching and call auditing. The TL will be responsible for identifying opportunities for teams across the company, and ensure the CX Scoring Team is providing trending data to the CX Coaches and Coaching TL.

WHAT YOU WILL BE DOING

  • Daily and weekly updates to analytic software based on plays, new rollouts, needs from the business units
  • Programming speech analytics software
  • Auditing CX Scoring
  • Ensuring all client facing team members are evaluated monthly
  • Task non-negotiable calls to leaders
  • Review calls and provide analysis and trends to business units and coaches

WHAT WE NEED FROM YOU

Required:

  • Implemented and/or worked heavily with call analytics software
  • Strong reporting and analytical skills
  • Strong use of MS Word, Excel, PowerPoint, 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
  • Minimum of three years of job related experience

THE PLACE & THE PERKS

United Shore is a diverse group of mortgage experts, sales superstars, tech gurus, marketing whizzes and more. We’re a $100 billion and growing, family owned and operated company that still feels like family. Our award-winning workplace just happens to be home to the #1 wholesale mortgage lender in the nation, United Wholesale Mortgage. And we believe in setting our team members up for success by creating a unique, energetic culture where you can be yourself and still reach your professional goals. 

Here are some of the reasons you’ll love working here:

  • Large, state-of-the-art fitness center with a full-size basketball court, outdoor sand volleyball court, plus sports leagues
  • 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, and a dedicated food truck
  • Free fruit, soft drinks and coffee
  • Convenience store featuring grab-and-go snacks
  • In-house Starbucks and indoor/outdoor café with Wi-Fi
  • Escape room designed for team-building activities
  • Indoor/outdoor putting greens

DISCLAIMER

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. 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 United Shore is "at-will." We are an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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