Call Center Manager

Basic Functions

The qualified candidate will have a minimum 5 years experience as a call center manager, preferably in the financial or consumer loan industry. Strong supervisory experience required with the ability to positively motivate, direct and supervise employees. Ability to promote a cross-sell culture, build member loyalty and measure results required. Must be PC proficient with advance Microsoft Word and Excel skills and possess experience with an automatic call distribution phone system.

We offer a competitive starting salary and a comprehensive benefits package including 401k and pension.

Duties/Responsiblities

· Manage/Support day-to-day Operations for all programs.

· Complete monthly one-on-one meetings on time as scheduled (Supervisors).

· Complete performance appraisals and submit salary adjustments on time as scheduled(CSR).

· Company policy enforcement. (TranDotCom Employee Manual)

· Provide disciplinary action when warranted. ( Corrective Action Process)

· Conduct weekly team meeting on time as scheduled.

· Answer general customer questions, especially escalated supervisory calls.

· Responsibility for internal standards and external client goals. (ASA, Renewal % Conversion %, Total number of Loans and QA)

· Support other additional duties as assigned by upper management

· NOC updates

· Payroll Processing

· Assist with the hourly allocation of reps to merchants

· Assist Supervisors with floor monitoring

· ACH Processing

o  Verify ACH Effective Date

o  View All Warnings

o  Process ACH File

· ACH Returns

o  Retrieve ACH file from processor

o  Download All Returns into LMS

o  Provide email to call center that returns have been posted

· Batch Renewal

o  Verify pay dates

o  Process Batch Renewals

Requirements

· 7-9 Years experience in Customer Service Call Center preferred

· 7-9 Years supervisory experience preferred

· Ability to work independently, as part of a team, and across department lines

· College degree preferred

· Ability to work in a fast paced environment, with changing priorities

· Ability to communication effectively, both verbally and in writing

· Regular and punctual attendance is required

· Strong Windows / PC skills required