Customer Service Operations Leader

1 week ago

Irvine, California, United States Better Debt Solutions Full time

About Better Debt Solutions:
At Better Debt Solutions, we are dedicated to fostering a culture of empathy and empowerment. Our mission is driven by personalized strategies, transparent practices, and a commitment to exceeding expectations. We aim to help individuals thrive, creating a shared journey towards a BETTER future.

Position Overview:
This is an in-office role for candidates within a reasonable commuting distance of our location. This is an Exempt Salary position with a starting range of $85,000 - $100,000 plus Performance Bonuses. We welcome applications from candidates who do not require visa sponsorship.

Key Responsibilities:

  • Lead and oversee a team of agents to ensure outstanding service delivery and client satisfaction.
  • Develop and execute strategies to enhance call center performance, focusing on metrics such as call handling times and productivity.
  • Monitor and assess call center metrics and KPIs (Key Performance Indicators) to identify improvement areas and implement effective solutions.
  • Create and manage comprehensive training programs for new hires and ongoing training for existing staff to ensure they possess the necessary skills.
  • Conduct regular performance evaluations and provide coaching to enhance team members' skills and adherence to KPIs.
  • Collaborate with the Quality Assurance team to establish and maintain quality standards and ensure compliance with regulations and company policies.
  • Address escalated customer inquiries and complaints professionally and promptly, utilizing training techniques to resolve issues.
  • Manage agent schedules to ensure adequate coverage during operational hours.
  • Review live and recorded calls to evaluate agent performance and compliance with KPI standards.
  • Implement and uphold company policies and procedures to ensure regulatory compliance.
  • Prepare regular reports for senior management on call center performance, training initiatives, and trends.
  • Stay informed about industry trends, regulations, and best practices in call center management.

Qualifications:

  • 3-5 years of experience in call center management, preferably in the debt settlement sector.
  • Familiarity with call center technologies such as Ytel, Five9, RingCentral, or Genesys.
  • Proficient in CRM and system management.
  • Experience in lead distribution.
  • Fluent in Spanish.
  • Demonstrated success in managing teams to achieve performance targets and deliver exceptional customer service.
  • Strong understanding of debt settlement processes and industry best practices.
  • Excellent communication, leadership, and interpersonal skills.
  • Able to analyze data and implement strategies to enhance call center performance.
  • Proficient in MS Office applications, including Excel, Word, and PowerPoint.
  • Experience with call center software and CRM systems is preferred.
  • Ability to thrive in a fast-paced environment.
  • Strong problem-solving skills and attention to detail.

Better Debt Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, marital status, pregnancy, or any other non-merit based factor.

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