Zillow Group’s mission is to give people the power to unlock life’s next chapter. Zillow Group’s largest business unit, Premier Agent, connects consumers who are looking to buy or sell homes with real estate agents and other professionals who can help them do so. Our Customer Support teams provide support and resources for customers to dream & shop, rent, buy, and sell using Zillow. Our Connections teams facilitate these relationships and are at the heart of our efforts to ensure consumers and professionals are able to get what they need out of our offerings.
The Contact Center Operations team is tasked with producing and monitoring the efficiency, productivity, performance, and quality of work for all supported programs Business to Customer (B2C) organizations and operates in a strong collaborative environment. While we have individual goals, we work together to provide the best customer experience for our advertisers and their leads. We work with both consumers and advertisers to make the Zillow Group’s Marketplace run efficiently. We are all about the most delightful and efficient experience for customers.
Provides operations leadership, oversight, and direction for the quality function of our contact center operations, developing a team of Quality Program Managers that perform quality monitoring of Contact Center Connections and Customer Support. Works with cross-functional teams to align customer interests with business objectives. Finds opportunities to improve service delivery quality. Serves as the primary contact in the customer experience team in resolving issues. Provides input and strategic direction to frontline leadership teams, vendor quality teams and team managers, training and reporting/analytics teams in order to drive continuous process improvement. Selects and develops and evaluates personnel to ensure the efficient operation of the function.
This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $91,600.00 – $146,400.00 Annually. This base pay range is specific to Colorado, Connecticut, Nevada and New York City and may not be applicable to other locations.
A shown leader who can empower and inspire a team to achieve their goals and influence other leaders in the contact center to align around common principles and ensure our consumers have an amazing experience
An experienced Quality & Compliance professional with 3-5 years of related experience in call center monitoring, quality assurance, and/or customer service.
An experienced Vendor Program Management professional with 1-3 years of experience
Well versed in quality assurance and continuous improvement concepts, procedures, and processes in a contact center environment.
Up to date with contact center recording systems and technology.
A highly effective oral and written communicator.
Experience in mortgage lending is preferred
Possess a bachelor’s degree in a related subject area, or the equivalent combination of education, professional training, or work experience.
In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
Zillow is reimagining real estate to make it easier to unlock life’s next chapter.
As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do is helping people move from dreaming to transacting — and no matter what job you’re in, you will play a critical role in making this vision a reality.
Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at [email protected].
Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.
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