CONTINENTAL FINANCE COMPANY Contact Center Manager Salary in the United States

The successful candidate will be responsible for handling the full cycle of acquiring offshore contact center resources including search, selection, proposal (RFP) and startup of the offshore call center.

After acquiring the offshore contact center vendor, this individual will be responsible for developing and/or utilizing supplied departmental analytics and data reporting to achieve corporate and departmental objectives. The position is responsible for ensuring departmental goals are met within all areas of the Customer Care Contact Center. The Contact Center Manager is a role model and leader focused on exceptional customer service, creating and implementing solutions, driving efficiencies, team development, and making informed decisions in order to achieve maximum results by performing the following duties:

Essential Functions:

• Work with Sr Operations Management to identify and select an offshore call center vendor.
• Provide in depth knowledge of available offshore resources in various countries.
• Analyze and select vendors based on specialization, technology, capacity, compliance, culture, performance and metrics.
• Oversee and lead the startup of the selected offshore call center vendor.
• Train, coach/mentor, and manage all Customer Care Supervisors in regard to goals and benchmark setting, employee development, communication, and leadership growth.
• Ensure alignment with all corporate and departmental goals, including mitigation and reduction of all avoidable complaints and providing a white glove service to every customer.
• Create solutions that positively impact the service, efficiency, and productivity within the department, focused on the central theme of Customer Care.
• Utilize call center reporting, trending, and on-going analysis in supporting the contact center goals and benchmark expectations.
• Manage all Customer Care activities and staff competencies to optimize and sustain performance, profitability, cost controls, and customer satisfaction.
• Assist and manage employee hiring, disciplinary action, and terminations as necessary in cooperation with Human Resources and the SVP of Operations.
• Participate in new product and App development introduction and the quality review process, representing the voice of the customer.
• Ensure standards of quality are maintained; understand targets for performance and monitor progress.
  

• Collaborate with the training department to guide development and implementation of agent training programs as well as ongoing and refresher training programs.
• Authorize and monitor departmental expenses (i.e. invoices, credits, etc.) as described in the corporate authorization matrix as well as budgeting and forecast analysis.
• Perform any reasonable work requested that falls within the qualification but not specifically described as determined by the SVP of Operations.

The ideal candidate will have the following:

·       At least 5 years of working with offshore contact center resources

·       Experience with the process of analyzing, selecting, negotiating and acquiring offshore call center vendors

·       Knowledge of global contact center vendors

·       Understanding how to capitalize on current global industry trends

·       Required to travel 40% of the time

·       Strong attention to detail and organizational skills

·       Knowledge of business management principles, practices, and procedures

·       Excellent written and verbal communication skills

·       Strong ability to multi-task and adapt to changing demands

·       Bachelor’s degree in business or related field

·       Other duties as assigned.

Why Continental Finance?

Continental Finance Company (“CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since the Company’s founding in 2005, CFC has prided itself on its corporate responsibility to customers in terms of a strong customer support program, fair treatment and responsible lending. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer underwriting, marketing and servicing platform, we provide a variety of services to our consumers when other financial institutions will not accommodate them. We are proud to provide access to credit products and excellent services to consumers who are largely overlooked by traditional credit card issuers.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!