Call Center Team Manager

How will you drive value within the organization as a Call Center Team Manager?

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

What should you already know to be successful as a Call Center Team Manager?

Minimum of Bachelor’s degree required

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

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

Employment Requirements:

Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity

Remain in a stationary position up to 100% of the workday

Constantly operate a computer and other standard office equipment

Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects

Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling

Schedule:

This position is full-time

Regular, predictable attendance is required, including overtime hours as business demands dictate

Evening and weekend work may be required as job duties demand