Call Center Manager - 999

Brundage Management Company Inc., providing services for Sun Loan & Tax Service and Key Storage • San Antonio, TX

2d

About The Position

For over 30 years, Sun Loan Company has been a trusted financial resource in over 200 communities, across seven states in the US, and seven locations in Mexico.
Sun Loan Company is currently looking for an experienced, motivated, and results-driven Customer Service Call Center Manager to join our dynamic leadership team!
Our ideal candidate is a strong people leader with a passion for customer service, operational excellence, and team development. This role is responsible for overseeing the daily operations of the Call Center and ensuring the department meets company performance, service, and quality goals.
The CSC Manager provides leadership and direction to Call Center Supervisors and their teams, manages staffing and scheduling, oversees employee relations, and drives continuous improvement initiatives. This role partners closely with Training, Operations, and Leadership to ensure the CSC is operating efficiently and aligned with company expectations.

Requirements

• Bachelor’s degree in Business Management or related field required.
• Minimum 5 years of experience in a call center or customer service leadership environment.
• Demonstrated excellence in people leadership, coaching, and team development.
• Strong knowledge of customer service operations and performance management.
• Proven ability to motivate teams and drive results.
• Experience developing staffing models and forecasting volumes.
• Strong analytical, reporting, and organizational skills.
• Microsoft Office 365 experience including Excel, Outlook, Word, SharePoint, PowerPoint, and Teams.
• Applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship.
• Candidates must already possess valid U.S. work authorization that permits employment with any employer.
• We are unable to sponsor employment visas (such as H-1B, O-1, etc.) or assume responsibility for transferring existing sponsorships at this time.

Nice To Haves

• Experience with LPX and Dayforce HCM preferred.

Responsibilities

• Lead, motivate, and direct Call Center Supervisors to achieve service, quality, and production goals.
• Oversee daily operations of the Call Center including staffing, scheduling, and employee relations.
• Monitor team performance to ensure timely and accurate response and resolution of customer service requests.
• Identify trends in customer needs and recommend process improvements when appropriate.
• Analyze performance metrics and prepare management reports.
• Develop volume forecasts and staffing plans.
• Partner with the Training Department to identify training needs and coordinate training content.
• Serve as a Subject Matter Expert for CSC operations and procedures.
• Coach, mentor, and develop leadership and frontline staff.
• Support departmental strategy and continuous improvement initiatives.
• Other duties as assigned.

Benefits

• Low-Deductible and affordable Medical Plans including medical, dental and vision.
• Telehealth.
• On-demand Pay.
• Competitive salary: Determined by various factors, including but not limited to, location, skills, knowledge, competencies and experience.
• 401K with company match.
• Paid Time Off including Holidays, Vacation and Sick time.
• Bonus opportunities.
• Career development.
• Formal and Comprehensive Training Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees