Manager - Customer Service Center - 990771 at Sun Loan Company in San Antonio, Texas

Job Description:

~~Manager - Customer Service Center

From its headquarters in San Antonio, TX, Brundage Management Company, Inc. (BMC) performs all management functions for their businesses - Sun Loan Company and A-AAA Key Mini Storage/Key Storage. This entails executive level management decisions, talent management and development, marketing and advertising, accounting, licensing, and auditing functions, information technology, risk management, representation on state and national boards and governing bodies, and long-term strategic planning. This position supports this vision.

Position Summary

The Call Center Manager shall be responsible for the overall execution and delivery of the CSC operation, providing oversight and management of all CSC departments and for the day-to-day operations, ensuring a high level of customer service and quality. Oversee and direct the execution of strategic and operational plans. Ensure that service metrics are consistently met. Set the tone for culture, performance, and reputation with a host of key internal and external constituencies. Interact with leadership to establish best operational practices. Execute the vision for and operations of a consolidated contact center while supporting the Company's service strategy. This position reports to the Vice President of Sun Loan Operations Support.

Responsibilities include:

*Develops scripts and ensures the Call Center Representatives have the knowledge and skills to answer customers' inquiries, requests for support, or problems quickly and effectively.

*Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, working with Talent Development for training materials, completing system audits and analyses, managing system and process improvement and quality assurance programs, and installing upgrades. Collects, analyzes, and summarizes call center performance data and trends; and contributes information and analysis to organizational strategic plans and reviews.

*Meets call center financial objectives by estimating requirements, following a budget, scheduling expenditures, analyzing variances, and initiating corrective actions. Studies schedules and estimates time, cost, and labor needed for completion of job assignments. Establishes or adjusts work procedures to meet productivity goals.

*Recruits, hires, and trains staff; assigns tasks, coaches, counsels, and disciplines employees; administers scheduling systems; communicates job expectations; plans, monitors, appraises, and reviews job contributions; evaluates employee performance, plans and reviews compensation actions, and recommends or initiates promotions, transfers, and disciplinary action; and enforces policies and procedures. Uses positive performance correction techniques and maintains motivation of the team.

*Recommends measures to improve methods and suggests changes in working conditions to increase efficiency. Maintains professional and technical knowledge by tracking emerging trends in call center operations management.

Knowledge and Skills Required:

*Over 5 years' experience managing a call center required, 10 years preferred.

*Minimum 1 year' experience in a consumer installment lending environment.

*Minimum 2 years' experience in call center collections.

*Proficient in call center metrics and how they drive performance

*Ability to manage multiple responsibilities, while effectively focusing on priority issues

*Ability to motivate others and work cooperatively in a group to achieve common goals

*Initiative and drive to perform at a high level and motivate others

*Ability to build and maintain effective working relationships

*Demonstrated ability to formulate and execute business strategy to meet the strategic needs of the organization.

*Ability to professionally persuade, influence and negotiate in critical situations

*Implementation of IVR & ACD telephony solutions

*Call queue assignment & display

*Data mart analytics

*KPI development & implementation

*Knowledge of consumer lending

*Knowledge of collections

*Excellent leadership skills with proven results.

*Proficiency in Office 365: Outlook, Word, Excel, PowerPoint

*Strong communication and organizational skills

*Previous experience managing contact centers

*Strong working knowledge of communication channel operations (phone, email and live chat systems).

*Strong analytical and communication skills (both written and oral).

*Microsoft Office 365 Suite; Word, Excel, Outlook and PowerPoint

Education Required:

*Bachelor's degree (B. A.) from four-year college or university, or equivalent work experience.

Brundage Management Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.