Call Center Manager


Posted: 09/06/2019 Industry: Project Manager Job Number: 10806

Our customer is currently seeking a Call Center/Client Services Manager to join their team. This team is focused on white glove service and development of the members of the team. Labor planning, process improvement, and best in class customer service are extremely important to the success of the leader. Candidates with prior financial services industry preferred.

Job Duties:
Demonstrate leadership within the department that ensures consistent best in class quality of service when interacting with customers, dealers, vendors, and affiliates.
Assist in development and enhancement of the customer communication initiatives within the company and group.
Track and manage metrics, coach and develop associates and resolve any day to day system issues that impact the contact center availability.
o Recruit, hire and train new customer service agents in partnership with HR and Training & Quality Manager
Develop strategies in a fast-paced environment considering existing and emerging new variables.
Ensure processes are documented and business objectives are met.
o Identify and drive process improvements that improve customer experience, lower costs and ensure the highest quality customer service is delivered.
o Collaborate with internal departments and Third Party Vendors to achieve performance objectives.
o Continuously analyze current business workflows and productivity/efficiency results in order to seek process improvements.
o Ensure compliance with all regulatory requirements through process documentation and self-assessment audits.
Manage and own escalations strategy, trend analysis, reporting and recommendations for improvements.
Workforce Management
o Responsible for Workforce Manager (direct report)
o Optimize all workforce management processes, reporting, and outcomes, with heavy emphasis on creating a standard and best-practice-based workforce management culture.
o Responsible for all demand forecasting, agent scheduling and collaborating with other internal operations to execute agent real-time adherence, meeting service level and other call center Key Performance Indicators.
o Create reports designed to interpret Operations performance including, but not limited to, data relating to demand forecasting, workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence.
o Acts as key subject matter expert in any future Operations service delivery improvement initiatives.
Monitor departmental expenditures to ensure proper allocation of budgeted funds on a monthly basis.
Responsible to participate in Customer Service Vendor Management including; Risk Assessment, Vendor Due Diligence, Contract renewal, and Vendor Service Level Adherence.
Bachelors Degree in Business Management or other related discipline required.
10+ years experience in the automotive finance or banking industry preferred.
10+ years' Management level experience in captive finance operations (remarketing, collections, customer service, and credit) preferred.
2-3 years experience in Workforce Management preferred.
Knowledge of titling, registration, and Department of Motor Vehicles procedures a plus.
Project Management expertise and experience preferred.
Knowledge of regulatory requirements and privacy laws regarding customer contacts preferred.
Commitment to excellence -- quality driven.
Excellent verbal and written communication skills required.
Proficient knowledge or Microsoft office PowerPoint, Excel, Word.

About TRC Professional Solutions

For over 10 years, professionals and employers have trusted TRC Professional Solutions with their business and careers. Year after year, Inavero s Best of Talent and Staffing awards have been presented to TRC Professional Solutions for providing superior service and results to both our clients and job seekers. We create a different experience for our candidates and clients by remaining solely focused on bringing the right talent to the right opportunity, throughout every stage of our unique recruitment process. For more information, visit:


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