Senior Manager, Contact Center Sales & Service
Description
The Senior Manager, Contact Center (CC) Sales & Service manages the day to day activities of a fast paced, multifaceted inbound call center, leading a team of Representatives both on site and remote.
Primary Responsibilities:
- Lead enterprise-wide cross-functional meetings on behalf of the Director and effectively lead through change management in a fast-paced environment
- Monitor and coach CC Sales and Service Managers in the areas of quality, productivity, employee relations/coaching and evaluation, member sentiment, and overall work performance
- Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
- Develop team members by identifying and implementing professional growth planning
- Articulate, demonstrate, and coach to company standards, member service, accountability, accuracy and sales
- Provide operational, technical, and soft-skill support to Inbound Call Center Representatives both on-site and remote
- Effectively analyze statistics and reporting to identify opportunities and initiate action plans
- Assign and implement strategic sales plans to achieve organizational goals
- Participate in the interview and hiring process, actively partnering with Recruiting
- Assist Workforce Management in maintaining service levels by monitoring queues, forecasting, and coaching teams to call center metrics
Experience and Education Requirement:
- Minimum Education: Bachelor’s degree is preferred
- Minimum 7 years’ experience in a contact center or in the financial services industry, including a minimum of 4 years in a leadership role
- Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
- Ability to use data and analytic information to gain insights and drive strategic direction
- Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
- Adept at problem-solving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
- Ability to influence others and move toward a common vision or goal
- Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
- Ability to partner and effectively collaborate with multiple work groups and manage through frequent change
- Working knowledge of Microsoft Office Suite
- Certification/License: N/A
Location: Rocklin Corporate Location, Rocklin, CA 95765
Target Compensation: $119,000 to $132,000 + annual bonus
Benefits options include:
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
What makes First Tech different? Click here to learn more!
First Tech is not currently offering Visa sponsorship for this position
#FT123
#FTFCC