Sr. Unit Manager - Workforce Management

Overview

Join the nation’s leader in second-look finance servicing as our Sr. Unit Manager, Workforce Management!

The Impact You’ll Have At Concora Credit

You’ll be responsible for leading a team of Workforce Management Coordinators and Analysts in the oversight of call center scheduling and intra-day management of key metrics within Operations. You will lead or assist in developing new solutions and strategies to improve efficiency and effectiveness within your internal team and across the call center, through strong analytics and cross-collaboration.

This position is located at our Akron, OH office, with a hybrid schedule. We are onsite Monday through Wednesday.

We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members.Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Responsibilities

As our Sr. Unit Manager, Workforce Management, you will:

• M anage a team of Workforce Management professionals to deliver staffing programs, trend analysis, and intraday performance adjustments to the call center operations teams effectively and efficiently.
• Collaborate across multiple locations, departments, and lines of business on associated metrics, work demands, and scheduling procedures.
• Lead a high-performance team through effective employee engagement and development of talent. Demonstrates effective delegation and empowerment of staff. Responsible for the administration of staffing, training, performance appraisals, development planning, coaching, promotions, salary actions, and terminations.
• Ensure that all processes are adequately controlled and documented; policies and procedures are effective and consistent across all areas of responsibility; and that an effective management monitoring program is in place and functioning.
• Adapt to changes in the work environment; manage competing demands; change approach or method to fit the situation best; able to deal with frequent change, delays, or unexpected events.
• Manages vendor relationship relative to the workforce management program and navigates ticket opening and communications if technical issues in the telephony platform are reported within the Call Center.
• May be asked to work nights and weekends due to business needs.
  
  

These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Qualifications

Requirements:

• Bachelor’s Degree in a related field such as Business, Economics, or Industrial Engineering preferred.
• A minimum of 3 years call center experience is required in lieu of a bachelor’s degree.
• Call center technology experience with dialers, telephony, and workforce management principles.
• Demonstrated track record of developing high-performing teams.
• Ability to problem solve based on strong analytical and technical skills.
• Excellent written and oral communication skills.
• Excellent decision-making and problem-solving skills.
• Ability to prioritize multiple tasks and hit deadlines.
  
  

What’s In It For You

• Medical, Dental and Vision insurance for you and your family
• Relax and recharge with Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
• We invest in your future through Tuition Reimbursement
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability
  
  

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Concora Credit Is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com .