You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships. 

Primary responsibilities include direct management of FTE as well as managing multiple complex / risky segments of the Auto Finance portfolio. The position will maintain responsibility of all floor operations including training, staff hiring, coaching and performance management. In addition to managing people and processes, the role requires the ability to design and own solutions to situations including the creation, implementation and monitoring of changing operational requirements. Demonstrate a high/expert degree of ability to handle the most complex cases as well as implement operational strategies to advance the effectiveness and controls.

Job responsibilities

Ensuring collections efforts meet expectations Monitoring of live and recorded collection calls  Coaching and developing direct reports  Conducting and administering team members monthly quality reviews and scorecards  Administering any corrective actions necessary to direct reports  Ensuring department procedures are being adhered to and modifications are submitted timely  Tracking attendance & adhering to our time & attendance guidelines Various daily, weekly and monthly reporting  Weekly and monthly forecast tracking and reporting  Department and/or Team reporting, monitoring and various approvals Special projects as assigned  Ability to identify potential risk and react immediately with resolution. Assisting the department manager on special assignments 

Required qualifications, capabilities, and skills

Minimum 3 years of experience in customer service or in the function being managed  Verbal and written communication skills Influencing skills  Change management skills Prioritization skills  Data analysis skills  High School diploma/GED required Demonstrates critical thinking skills to identify the best plan of resolution Demonstrates personal dedication and strong work ethic Demonstrates strong written and communication skill

Preferred qualifications, capabilities, and skills

Previous financial industry experience   People management experience   2 years of experience in a call center environment, for call center roles