At Ford Credit, we believe that every customer deserves an exceptional automotive financing experience. Our employees are empowered customer advocates and auto-financing experts here to assist our customers through their auto-financing journeys. We aspire to make servicing a reason that customers choose to stay with Ford. The people of Ford Motor Credit Company have a 60-year commitment to helping put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to five thousand dealers and more than four million customers in over 100 countries around the world. If you’re customer-focused, driven and seeking the opportunity to experience exciting challenges and growth, look no further. **Key Responsibilities:** + Direct actions and manage processes to achieve budgeted metrics with highest focus on operational metrics (ACD-In + Available, Average Handle Time, Calls Per Hour), Quality Assurance (QA), Net Promoter Score (NPS), and Ford Voice. + Ensure all assigned daily tasks and workload are completed accurately, timely, and per procedure. + Develop Team Leader competency and effectiveness in coaching, performance feedback, supervisor policy, business acumen, leadership skills and time management. + Ensure procedural compliance throughout department operations to achieve "Compliant" ratings on all Global Audit and Control (GAC) reviews. + Lead/support the Customer Service Center of Excellence (COE) to drive process improvements and best practices to further optimize center performance. + Hold regular meetings (department, team, 1:1) to share information, train, motivate and improve team dynamics. + Build linkage between Ford Business Solutions (FBS) and Ford Credit Customer Service Operations; share key metrics and provide mutual feedback to improve overall operating results. + Provide leadership in community service activities. + Develop appropriate training plans and ensure training is available and delivered to assigned employees. + Hold regular career development sessions with assigned employees and work to develop areas of need. + Coach and counsel employees. + Ensure all PII and Company Confidential information is handled and secured properly. **Required Skills:** + Operational Management: Ability to analyze performance data and implement process improvements to achieve key metrics. Proficiency with relevant performance monitoring tools is essential. + Team Leadership and Development: Demonstrated ability to coach, mentor, and provide performance feedback effectively. Experience in talent development and career progression planning is highly valued. + Quality Assurance: Proven ability to maintain high standards of quality and compliance. + Compliance: Meticulous attention to detail and a commitment to maintaining compliance standards are essential. + Communications and Collaboration: Proven ability to build strong working relationships across different departments and levels. + Data Analysis: Ability to interpret data, identify trends, and make informed decisions based on evidence. **Requisition ID** : 40355