• Contact Center Specialist Lead

    EverBank (Irvine, CA)


    Contact Center Specialist Lead

     

    The Contact Center Specialist Lead directly supervises Contact Center staff that provide outstanding customer service to the organization's customers. This job is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by internal standard operating policies. Through effective supervision, the Contact Center Specialist Lead contributes to high quality customer service and long-term retention of customers.

    Key Responsibilities and Duties

    + Establishes customer service work processes and standards in line with organizational customer service initiatives and goals.

    + Monitors inbound calls and queue, and tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction.

    + Coaches team members on client questions and assists with the most complex issues.

    + Monitors customer service calls to provide frequent feedback and conducts performance evaluations for employees in assigned group.

    + Forecasts future call volumes and creates employee work schedules to meet anticipated demands.

    + Conducts weekly team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing.

    Minimum Qualifications

    + 3+ years of contact center experience

    + 1+ years of supervisory experience

    + Strong customer service skills

    Preferred Qualifications

    + Prior experience coaching and mentoring a team to improve performance and achieve key performance indicators (KPIs)

    + Tenured experience working in a call center environment

    + Prior vendor equipment finance experience

    + Strong written and verbal communication skills

    Role Specific Work Experience

    + 3+ Years Required; 5+ Years Preferred

    Educational Requirements

    + Vocational and/or Technical Education Preferred

    Physical Requirements

    + Physical Requirements: Sedentary Work

     

    Career Level

    4IC

    Additional Information

     

    This role will serve as a **Team Lead** within the Contact Center team, supporting our **Vendor Equipment Finance** business.

     

    Posting End Date: 12/27/25

     

    Job Seeker Notice

     

    EverBank, N.A. is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers.

     

    The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money.

     

    VEVRAA Federal Contractor

     

    Member FDIC

     

    Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers)

     

    **Pay Range** $25 - $33

     

    EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

     

    We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.