Director, Contact Center Management

Selene Finance LP•Carrollton, TX

About The Position

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you! Purpose: The director of the Contact Center Management is responsible for executing the tactical and directing the strategic activities within the Contact Center(s). This includes management of both the residential and specialty functions for voice and digital customer engagement, vendor relationships, including near or off-shore support. Essential Duties and Responsibilities include the following. Other duties may be assigned. Leads both residential and commercial customer engagement. Must have expert level knowledge and strong partnerships with Legal, Risk, and Compliance. This requires knowledge of both products and their differing laws, rules, and regulations. Must be adept at leading multiple functions, including Customer Service, Collections, SPOC, Ombudsman, and LAG. All customer facing functions report up through this position. Responsible for both internal and external resources. Both internal employees within the Contact Center and vendor(s) are leveraged to augment internal staff. Manages all administrative functions housed in the Contact Center, including training, policies and procedures, audit participation, and regulator/rating agency reporting. Architect, in partnership with the VP of Command Center, for all calling strategies including, but not limited to, call segmentation, collections strategies, digital adoption, and resource management to exceed client expectations which working within a finite financial plan. Delivers departmental overview and presentations for investors, rating agencies, and other clients and potential clients of the company. Effective with communicating to all levels of the company including the senior leadership team including the CEO. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have: HS diploma or GED required; Bachelor's degree from a four (4) year accredited institution preferred with a degree in business, psychology, or economics. 8-10 years experience in call centers with at least five (5) years' experience both in leading call center telephony and workforce management. Significant experience managing/running large scale contact centers. Ability to work well under pressure, handle competing priorities and meet deadlines. A high level of confidentiality to protect privacy rights. Effectiveness as a team player. Ability to easily prioritize job duties according to the needs of the company. Strong sense of professionalism and positivity. Strong professional and interpersonal communication skills verbally and through written electronic correspondence. Ability to develop rapport with all levels of associates and establish credibility. Excellent listening skills and the ability to use good judgment. Problem solving and decision making ability. Ability to produce quality work. Ability to think and solve problems strategically. Advanced analytical skills, ability to analyze problems and provide appropriate solution. Excellent attention to detail. Competencies: To perform the job successfully, an individual should demonstrate the following: Adaptability – Quickly embraces and adapts to changes in the work environment. Manages multiple competing demands. Changes approach or method to best fit the situation, audience or client/customer. Excels in an environment of unexpected events. Business Ethics– Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values. Drives followership. Leads by example. Communications- Expresses ideas and thoughts clearly both verbally and in written form. Exhibits active listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method. Customer Service- Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service. Roll supports multiple internal and external customers. Dependability- Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions and those of their team. Commits to doing the best job possible. Keeps commitments. Teamwork- Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests. Embraces diversity in their team’s previous experience. Why Selene? Benefits Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes: Paid Time Off (PTO) Medical, Dental &Vision Employee Assistance Program Flexible Spending Account Health Savings Account Paid Holidays Company paid Life Insurance Matching 401(k) Plan The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs. Privacy Policy - Selene (seleneadvantage.com) Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

Requirements

HS diploma or GED required; Bachelor's degree from a four (4) year accredited institution preferred with a degree in business, psychology, or economics.
8-10 years experience in call centers with at least five (5) years' experience both in leading call center telephony and workforce management.
Significant experience managing/running large scale contact centers.
Ability to work well under pressure, handle competing priorities and meet deadlines.
A high level of confidentiality to protect privacy rights.
Effectiveness as a team player.
Ability to easily prioritize job duties according to the needs of the company.
Strong sense of professionalism and positivity.
Strong professional and interpersonal communication skills verbally and through written electronic correspondence.
Ability to develop rapport with all levels of associates and establish credibility.
Excellent listening skills and the ability to use good judgment.
Problem solving and decision making ability.
Ability to produce quality work.
Ability to think and solve problems strategically.
Advanced analytical skills, ability to analyze problems and provide appropriate solution.
Excellent attention to detail.

Responsibilities

Leads both residential and commercial customer engagement.
Must have expert level knowledge and strong partnerships with Legal, Risk, and Compliance.
Must be adept at leading multiple functions, including Customer Service, Collections, SPOC, Ombudsman, and LAG.
All customer facing functions report up through this position.
Responsible for both internal and external resources.
Both internal employees within the Contact Center and vendor(s) are leveraged to augment internal staff.
Manages all administrative functions housed in the Contact Center, including training, policies and procedures, audit participation, and regulator/rating agency reporting.
Architect, in partnership with the VP of Command Center, for all calling strategies including, but not limited to, call segmentation, collections strategies, digital adoption, and resource management to exceed client expectations which working within a finite financial plan.
Delivers departmental overview and presentations for investors, rating agencies, and other clients and potential clients of the company.
Effective with communicating to all levels of the company including the senior leadership team including the CEO.