Call Center Manager

Job Title: Call Center Manager

Our client seeks a seasoned leader to oversee collections strategy, operations, and workforce planning. This role demands driving team KPIs while maintaining a positive work environment.

This is an in-office position with potential for hybrid scheduling. The successful candidate will receive an impressive bonus package to incentivize collaboration and consistent achievement of KPIs. This presents a great opportunity to join a collaborative, stable, and results-driven organization.

Key Responsibilities:

• Monitor performance against established KPIs and implement operational improvements.
• Develop and drive the overall strategy for the department, focusing on optimizing current operations and planning initiatives to scale and expand capacity and efficiency.
• Oversee end-to-end operations, partnering with relevant departments.
• Maintain open communication with teams regarding daily strategies and company updates.
• Foster a positive team environment by upholding core values.
• Manage staffing levels and make hiring decisions as needed.
• Conduct timely individual performance reviews.
• Collaborate with the training manager to create and update training materials.
• Review and approve task assignments, ensuring accurate monitoring of team attendance.
• Manage free-time submissions and ensure adherence to approved communication protocols.
• Regularly update departmental documentation.
• Develop and implement contests and incentives to motivate the team.

Requirements:

• 5 years of management experience within a collections and/or call center environment.
• 3 years of experience in the banking or finance industry.
• Bachelor's degree preferred, but not required.
• Proven experience coaching, training, and developing other leaders.
• Exceptional decision-making and work ethic.
• Proficiency with technology, software, and systems.
• Able to remain composed under pressure.
• Experience developing and managing people.
• Strong hiring skills.