Duties and Responsibilities:

• Monitor daily performance and productivity reports for team and collaborate with department manager to address performance opportunities

• Adhere to Corrective Action Program guidelines and activities

• Effectively analyze data and develop actionable plans to address areas of opportunity

• Encourage process improvement ideas from all employees within the department

• Collaborating with other departments, and other internal teams, to effectively manage initiatives

• Responsible for maintaining the appropriate staffing levels by assisting interviewing/hiring activities

• Responsible for maintaining and monitoring schedules to meet daily expectations in production

• Collaborating with other departments, and other internal teams, to effectively manage project/strategies

• Drive strategies and training initiatives focused on meeting monthly QM goals while minimizing compliance violations.

• Identify trends and implement strategies to address behaviors observed by direct reports that do not support team success

Knowledge and Skills:

• Strong communication skills - Must be able to communicate verbally to groups of all sizes. Must also be able to produce documents free of grammatical and spelling errors that are persuasive and logical.

• Working knowledge of call center technology. Must be able to extract call data from the automatic call distributor (ACD) in order to ensure customers are receiving appropriate service. In addition, must have working knowledge of automatic dialers.

• Understanding of team dynamics and techniques to build strong teams.

• Strong listening and interpretation skills.

• Intermediate MS Excel skills are required; MS Access knowledge is a plus.

• Forecasting and data mining skills are preferred.

• 5 years auto finance experience preferred

• Experience leading high performing teams preferred

• Bachelor’s degree in Business is preferred