Contact Center Sales & Service Manager II - Remote

Overview

The Manager II, 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.

In Short

• Lead a team of high-performing and engaged employees through effective people leadership practices.
• Facilitate and/or lead team, leadership and cross-functional meetings.
• Evolve and effectively lead through change management in a fast-paced environment.
• Develop team members by identifying and implementing professional growth planning.
• Coach other Managers in new leadership techniques.
• Articulate and coach to company standards, member service, accountability, accuracy and sales.
• Provide operational, technical, and soft-skill support to Inbound Call Center Representatives.
• Effectively analyze statistics and reporting to identify opportunities.
• Assign and implement strategic sales plans to achieve organizational goals.
• Assist Workforce Management in maintaining service levels.

Requirements

• Bachelor’s degree is preferred.
• Minimum 6 years’ experience in a contact center or financial services industry.
• Proven people management and development skills.
• Ability to use data and analytic information to drive strategic direction.
• Adept at problem-solving and ability to articulate solutions.
• Strong business communication skills.
• Ability to partner and effectively collaborate with multiple work groups.
• Working knowledge of Microsoft Office Suite.

Benefits

• 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.
• 11 paid federal holidays.
• Special employee pricing on lending products.