Contact Center Department Manager - Loan Processing

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid    #LI-Hybrid

About the role:

In the role of Contact Center Department Manager - Loan Processing, you will play a crucial part in our Operations Team. Your responsibilities will include supervising the daily activities of call center representatives and supervisors across various shifts within your department. Your focus will be on delivering exceptional customer service and driving departmental productivity to surpass objectives. This role will report to the Operations Manager.

Responsibilities:

• Lead supervisors to surpass individual, team, departmental, and P&L objectives, overseeing the performance management process, including biannual performance evaluations, co-worker improvement plans, and disciplinary actions.
• Ensure compliance with lending regulations within relevant departments, adhering to industry consumer lending guidelines.
• Evaluate management reports to enhance efficiencies and continuously improve productivity.
• Develop and communicate subordinate job roles, providing structured career development plans.
• Exercise sound judgment in daily responsibilities such as hiring, corrective actions, development plans, performance management, talent assessment, and terminations.

Requirements:

• 7 or more years management experience in a call center environment
• Experience within the financial or lending industry
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent written and verbal communication and interpersonal skills with all levels of staff and management
• Proven track record of leveraging data-driven insights to enhance success and overall operational effectiveness

Compensation:

The budgeted annual salary range for this position is $75,000 to $85,000. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here.