Team Manager, Titles Call Center

Stellantis Financial Services • Houston, TX

7d • Onsite

About The Position

The Team Manager, Titles Call Center, is responsible for leading a team of customer service representatives who handle inbound calls related to vehicle titles and post-funding inquiries. This role ensures the delivery of high-quality customer service, drives team performance, and supports operational excellence through coaching, process improvement, and cross-functional collaboration. The Team Manager serves as a key liaison between frontline staff and leadership, ensuring alignment with company goals, compliance standards, and customer satisfaction metrics.

Requirements

• Minimum 5–7 years of experience in a call center or customer service environment, with at least 2 years in a supervisory or team lead role.
• Strong understanding of titles and post-funding processes within auto finance.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Excellent verbal and written communication skills, with the ability to lead and motivate teams.
• Proven ability to manage escalations and deliver customer-focused solutions.
• High School Diploma / GED
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Houston, TX
• Must possess authorization to work in the United States to be eligible for this position.
• Candidates must possess authorization to work in the United States.

Nice To Haves

• Previous experience managing a high-volume call center team in auto finance or titles-related operations.
• Bilingual in Spanish with the ability to read, write, and translate effectively.
• Familiarity with lien release procedures and state-specific title regulations.
• Experience with call center software, workforce management tools, and quality assurance platforms.

Responsibilities

• Supervise daily operations of the Titles Call Center team, including scheduling, workload distribution, and performance monitoring.
• Conduct Quality Controls Audits and provide coaching, feedback, and development opportunities to team members to enhance service quality and professional growth.
• Monitor call metrics and KPIs such as availability, talk-time, resolution rates, and customer satisfaction scores; implement corrective actions as needed.
• Handle escalated customer, dealer, and third-party inquiries with professionalism and urgency, ensuring timely resolution.
• Collaborate with internal departments (Titles, Post Funding, Compliance, etc.) to resolve complex issues and streamline processes.
• Conduct regular team meetings to communicate updates, reinforce policies, and promote engagement.
• Support onboarding and training of new hires, ensuring alignment with departmental standards and expectations.
• Contribute to process improvement initiatives by identifying operational gaps and recommending solutions.
• Ensure team adherence to company policies, regulatory guidelines, and confidentiality standards when handling sensitive consumer information.
• Prepare and present performance reports to senior leadership, highlighting trends, challenges, and achievements.
• Participate in strategic planning and departmental projects as assigned.

Benefits

• Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED