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Customer Service Operations Leader

2 months ago

Buffalo, New York, United States LaSalle Network Full time

Our client, a prominent player in the financial services sector, is in search of a Call Center Manager following an internal promotion. This organization excels in the lending industry, establishing itself as a reliable ally for those seeking personal loans. Renowned for its exceptional customer service, streamlined application process, and rapid response times, they continue to thrive in a competitive market.

The Call Center Manager will oversee a team of collections specialists dedicated to delivering high-quality customer service. This role involves managing an international team while ensuring compliance with regulations and maintaining service quality, alongside strategically expanding the team.

Key Responsibilities of the Call Center Manager:

  • Lead, train, and inspire call center personnel to meet performance objectives and provide outstanding customer service.
  • Evaluate and interpret call center metrics and performance data to pinpoint trends, improvement areas, and training requirements.
  • Design and implement procedures to boost operational efficiency and enhance customer satisfaction.
  • Address escalated customer concerns and complaints, offering solutions and ensuring satisfactory resolutions.
  • Engage in recruitment and onboarding processes, ensuring the call center is adequately staffed and equipped to manage customer inquiries.
  • Conduct regular quality assurance assessments and audits to confirm compliance with company standards and policies.
  • Compile and present periodic reports on call center performance, including key performance indicators (KPIs) and suggestions for enhancements.
  • Gather and analyze customer feedback to uncover improvement opportunities and enact necessary changes.
  • Guarantee that all operations adhere to company policies, industry regulations, and legal standards.

Qualifications for the Call Center Manager:

  • A Bachelor's degree in Business Administration, Management, or a related discipline is preferred.
  • At least 3 years of experience in call center management or a comparable position.
  • Experience in a business-to-consumer environment is essential.
  • Strong leadership, coaching, and motivational abilities.
  • Capability to analyze data and produce actionable insights.
  • Familiarity with call center software and tools.

This position presents a fantastic opportunity to be part of a team that offers significant growth potential in various business areas.