Call Center Manager

We are expanding to the Phoenix metro area!!

Liberty1 Financial, headquartered in Irvine, CA, was just ranked #25 in the Nation for INC Magazine's Fastest Growing Companies out of the top 5000 list for 2024! We are ranked #2 fastest growing in the US for Financial Services!

We are a fun, positive environment with a huge mission to assist and educate all of our clients. As the debt crisis heightens, our industry has become one of the leading industries NATIONWIDE!

Liberty1 Financial is dedicated to helping families in 48 states as we navigate various debt solutions such as Unsecured Personal Loans, Debt Restructure plans, or Attorney Protected Legal Validation plans.

Our goal is to assess each client’s specific needs and educate the client on how we may be available to assist them in immediately lowering their monthly payments and interest rates and/or becoming debt-free. With the current state of the economy, our offerings are helping individuals and families immensely.

This is not a remote position.

Job Summary:

The Call Center Manager will direct and oversee the organization’s call center operations. The manager trains call center agents as well as assists in resolving client issues and concerns.

Supervisory Responsibilities:

· Manges call center sales representatives.

· Oversee the daily workflow and productivity of the agents ensuring individual and team KPIs are met or exceeded with a strong emphasis on compliance.

· Works with Sales Director, HR, Technology and Quality Assurance departments to ensure compliance with Company policies, regulatory requirements and labor policies.

· Coordinate with HR and work together to handle discipline of employees in accordance with company policy.

Duties/Responsibilities:

· Analyze agent performance data and prepare reports for the call center Director with the assistance of Technology team.

· Conduct live coaching to ensure agents perform at the highest levels and within industry compliance standards.

· Monitor performance metrics for call center sales representatives, and perform coaching up to and including performance improvement plans for agents.

· Participate in companywide meetings and give updates to the call center Director.

· Prepare work schedules to ensure sufficient coverage.

· Utilize existing technology to compile, record, assess, and drive team members.

· Work with the Company trainer to assess representatives needs and train call center reps as needed.

· Perform other related duties as assigned.

Required Skills/Abilities:

· Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Excellent organizational skills and attention to detail.

· Strong analytical and problem-solving skills.

· Strong management and leadership skills.

· Proficient with Salesforce, Forth, TEAMS, Microsoft Office Suite or related software.

Education and Experience:

· Bachelor’s degree – preferred.

· 3 to 5 years of sales call center management required.

· Minimum of 2 years’ sales and/or sales management experience in the debt settlement industry required.

Physical Requirements:

· This is a full time in-office position.

· Prolonged periods sitting at a desk and working on a computer. Ability to stand for presentations and coaching at agent workstations.

Compensation: Base salary of $96,000-$108,000 plus commission based on team performance. Commission is a significant addition to overall compensation with the opportunity to exceed your base pay, compensation is unlimited.

Job Type: Full-time

Pay: $96,000.00 - $108,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Application Question(s):

• How many years of sales and/or sales management experience in the debt settlement industry do you have?

Education:

• Bachelor's (Preferred)

Experience:

• call center management: 3 years (Required)

Work Location: In person

Salary : $96,000 - $108,000