Senior Collections Call Center Manager
On-siteGreenville, South Carolina, United States
Job Summary
Manage and lead an assigned operational team by developing departmental structure, setting goals, and maintaining daily schedules to meet business needs. Exercise management authority over staffing, performance evaluations, and promotions while monitoring associate productivity and customer interaction quality. Partner with IT and Analytics teams to leverage technology for process streamlining and waste elimination, driving innovative solutions to improve customer experience and service levels. Establish and track monthly objectives for the customer base, ensuring all departmental procedures are documented, trained, and followed. Coordinate work assignments to exceed volume and quality expectations while fostering a collaborative culture that attracts and retains talent.
Required Qualifications
- Minimum of bachelor's degree
- Minimum of five (5) years' experience in auto finance operations or similar industry
- Minimum of three (3) years' experience building and leading teams and managers
- ability to hire, develop, and motivate people
- Excellent critical thinking, problem-solving, and decision-making skills
- Demonstrated ability to establish and enhance processes and leverage technology to improve business results
- 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
- Strong verbal and written communication skills
- Team player that can adapt in a fast-pace and changing environment
- Proficient computer skills with working knowledge of internet and standard business applications
- ability to quickly learn new computer applications as required
- Demonstrated ability to motivate and lead a team
- provide quality training, guidance, performance coaching and feedback to assigned staff
- Excellent organizational skills with high attention to detail
- demonstrated ability to effectively set and manage multiple conflicting priorities
- Ability to think strategically and deliver tactically
- Commitment to exemplifying the organizational core values and key competencies
- 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
- 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
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