Director, Contact Center Management

Selene Diligence•Dallas, 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.

Requirements

HS diploma or GED required
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.

Nice To Haves

Bachelor's degree from a four (4) year accredited institution preferred with a degree in business, psychology, or economics.

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.
Responsible for both internal and external resources.
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.