Director Call Center

Job Purpose/Summary

Actively manages the day-to-day operation of the Call Center by applying proven knowledge and skills, providing feedback, engagement opportunities and motivation to staff while balancing statistical and quality performance measurements. This position oversees three locations including Austin, Lansing as well as the outsourced vendor off shore. This position is responsible for daily operations of both call centers, ensuring compliance with department policies and procedures, applicable government and investor guidelines and ensuring that borrower verbal inquiries are handled timely. Responsibilities include achieving established metrics in terms of productivity, quality and automation.

The position is responsible for the performance of a team of Call Center Supervisors, Team Leads and Representatives, including all aspects of hiring, training, coaching, development and disciplinary action when necessary

This position is also responsible for resolving escalated servicing questions or issues from Clients, Investors and Borrowers in a timely manner and owning and following up on any issues that arise to ensure they are completely resolved in a timely manner.

Duties and responsibilities

• Collaborates with all levels of Call Center leadership to strategically plan and implement actions within the call centers that align with Celink’s goals and tactics.
• Communicates status of projects and serious issues to Call Center Leadership and proactively recommends work a rounds and viable solutions to improve member service.
• Train, coach and ensure that regular performance feedback is provided to all employees.
• Maintain open communication with Senior Leadership, escalating critical incidents, client or investor concerns, employee relations concerns, staffing concerns, policy, procedure or process changes as needed.
• Communicate with Supervisors, Senior Associates/Team Leads and Associates appropriately, keeping chain of command sufficiently informed regarding staff motivation, performance feedback, team and department goals, changes to policy, procedure or process, client / investor expectations and directives, etc.
• Proactively communicating daily, as needed, with call center supervisors and team members to ensure consistency and adequate call center coverage.
• Partner with work force management to ensure proper staffing levels are met. Manage agent turnover to acceptable levels. Ensure budget expectations are met for call centers including headcount and overtime. Assist with revenue opportunities such as client refinance table/routing.
• Manage workflow and capacity by utilizing available reporting. Work closely with Call Center Supervisors to manage employee schedules to ensure optimum coverage of the call center hours and queues, especially peak call times.
• Be available to take escalated phone calls and/or answer escalated emails on an as-needed basis.
• Respond to Celink Client, Investor and Borrower requests promptly and professionally, “owning” the issue and following up until the issue is satisfactorily resolved.
• Work collaboratively with all team members and management to contribute to department goals and monthly service level objectives.
• Escalate red flags, suspected Elder Abuse or suspected fraud to management and to clients promptly and with the appropriate sense of urgency.
• Delegate work appropriately to Supervisors and Team Leads in an effort to maintain acceptable response times and avoid bottlenecking of time sensitive issues.

• Partner with HR & Recruiting to assist in the hiring, coaching, training and development of the staff and any necessary disciplinary action
• Collaborate with the Training and Quality staff to facilitate a successful transition from training to production.

Qualifications

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Education & Experience

• High school education or equivalent required; although bachelor’s degree is preferred.

• Minimum of 8 years of call center or similar quality driven customer service environment; minimum of 5 years of leadership experience.
• Experience successfully managing in a remote/virtual environment
• Direct experience in building & developing a high performing team
• Experience tracking, measuring and holding teams accountable to defined KPI's

• In depth knowledge of FDCPA, TCPA, CFPB, and Consumer Privacy Laws
• Genesys experience?

Competencies

• Strong leadership skills, ability to mentor, coach, and provide feedback to improve performance and engagement
• Ability to work effectively, both independently and in a team environment
• Ability to work and influence decisions cross functionally and within Sr. leadership
• Ability to exercise independent judgment and discretion in performing duties
• Ability to be a self-starter and utilize proactive approach to achieve results
• Superior time management and prioritization in an atmosphere of multiple, shifting priorities and deadline pressures
• Excellent problem solving and troubleshooting skills
• Flexible schedule and strong sense of urgency
• Exceptional communication skills, both verbal and written
• Must be computer literate and comfortable navigating MS Office, call center software and proprietary loan servicing applications
• Able to quickly learn and adapt to a changing environment
• Able to work independently and collaboratively as part of a team
• Ability and willingness to take ownership of issues and apply the appropriate sense of urgency
• Ability to effectively communicate feedback and present observations trends and recommendations to peers and management staff

Working Conditions

Work requires prolonged sitting, working with and on professional office environment. Work could be performed onsite at the Celink office or remotely. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the duties of this job, the employee is regularly required to listen to recorded phone calls. The employee is required to sit for extended periods of time.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.