Call Center Team Manager

Global Lending Services • Greenville, SC

1d • Onsite

About The Position

The Call Center Team Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to improve customer experience and business processes. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance with policies. This role will oversee an assigned segment of Operations activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement. They will directly supervise employees, exercise management authority concerning staffing, performance evaluations, and terminations, and review and approve employee time sheets and requests for time off. The manager will motivate team members to ensure individual goals are met, conduct monthly coaching sessions, review and analyze reports to gauge team performance, and develop collections call operations strategies for improvement. They will also conduct team meetings and continuous training sessions, support the development and maintenance of departmental operating procedures, apply policies and procedures appropriately, and handle escalated calls and disputes.

Requirements

• Minimum of Bachelor’s degree required
• Excellent sales/negotiations skills with an ability to think quickly in a dynamic environment to overcome objections
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
• Team player that can adapt in a fast pace and changing environment
• Strong verbal and written communication skills
• Proficient computer skills

Nice To Haves

• Minimum of three (3) years’ experience in a supervisory or leadership position in loss prevention or a related field preferred
• Minimum of three (3) years’ experience in a supervisory or leadership position in Operations or a related field preferred
• Experience with consumer lending/auto financing preferred

Responsibilities

• Oversee an assigned segment of Operations activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement
• Directly supervise employees
• Exercise management authority concerning staffing, performance evaluations, and terminations
• Review and approve employee time sheets and requests for time off
• Motivate team members to ensure individual goals are met on a daily, weekly, monthly, and annual basis
• Conduct monthly coaching sessions with team members based on scorecard results, phone monitoring, and side by side floor observations
• Review, analyze, and interpret reports to gauge team performance and develop collections call operations strategies for improvement
• Conduct team meetings and continuous training sessions with respective team or the department
• Support the development and maintenance of departmental operating procedures, including ensuring compliance with regulatory agencies, and communicate changes to team members as needed
• Apply policies, procedures, and guidelines appropriately and exercise sound judgment to ensure consistency and compliance with company policies and regulatory agencies
• Handle escalated calls and disputes and maintain professional phone etiquette skills

Benefits

• Competitive base pay and performance bonuses, dependent on role
• Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
• 401K with employer match and 100% immediate vesting
• Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
• Paid Volunteer Time Off (VTO) Annually
• Tuition Reimbursement
• Parental Leave
• Business casual work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees