Contact Center Manger, Consumer Finance

Travel + Leisure Co.•Florida, USA (work from home), FL

1d•Onsite

About The Position

The Contact Center Manger, Consumer Finance/Title Services is responsible for delivering high standards of service to customers by making the most effective and efficient use of call center staff and technology resources. They monitor, analyze, and plan improvements to call center performance. They manage the department’s daily, weekly, and monthly service delivery metrics and strategic planning. Teams include administrative support, numerous financial services inbound contact center teams, reporting/programming analysts, and projects/six sigma teams.

Requirements

Bachelor’s degree from a 4-year college; or 4-6 years combination of education and related work experience
Strong analytical skills with the ability to interpret contact center reporting, identify trends, and translate data into actionable business recommendations
Experience leveraging operational metrics and customer insights to reduce call volume, improve service levels, and enhance customer satisfaction
Ability to use data-driven decision making to identify root causes, optimize workflows, and deliver continuous process improvements
Strong Leadership skills to aid in building a cohesive team as well as developing individuals
Effective communication and presentation skills to effectively present information and respond to questions from managers, co-workers, clients, and customers
Strong strategic planning and critical thinking skills
Ability to prioritize and focus on critical metrics and tasks
Ability to work effectively across departments and regions
Analytical and critical thinking skills
Detailed oriented, accurate and thorough
Able to work as a team with other Loan servicing Managers
Provides exceptional customer service
Ability to read and interpret documents such as guidelines, instructions, and manuals
Ability to draft routine reports and correspondence
Ability to multitask in a fast-paced work environment
Proficient in MS Word and Excel
Experience working with call center technologies
4-6 years combination of education and related work experience. 4 years supervisory experience

Responsibilities

Utilize reporting, trend analysis, and root cause identification to develop strategies that reduce avoidable call volume, improve first-call resolution, and enhance the overall customer experience
Analyze customer contact drivers and operational performance data to identify process improvement opportunities, implement corrective actions, and measure the effectiveness of service delivery initiatives
Partner with cross-functional teams to proactively address recurring customer pain points, simplify processes, and drive self-service and digital adoption opportunities
Directly leads a team of 3-5 Financial and or Title Services Supervisors
Fulfills management responsibilities in accordance with the organization’s policies and applicable laws
Responsibilities include, interviewing, hiring, training, and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving concerns
Monitor statistical and analytical reports, weekly, monthly, and quarterly for departmental assessments. Prepare reports, conduct audits, and establish department metrics based on findings
Managing project/testing teams and six sigma teams working to create greater efficiencies. Working with various Wyndham entities to identify best practices for call center efficiencies
Administrator and payroll contact for employee database
Reviews/ approves adjustments and refunds and other documents submitted by Financial Services Supervisors and staff, as necessary. Manages complex and escalated customer service issues
Performs other duties as needed