Contact Center Department Manager - Customer Service
Core
Supervise daily activities of call center representatives and supervisors to deliver exceptional customer service and drive departmental productivity.
Role type
Senior IC operations manager (contact center)
Builds
Customer service operations and lending compliance workflows
Domain
Financial services / Consumer lending
Required skills
Call center management, performance management, regulatory compliance, data-driven insights, hiring and talent assessment, P&L oversight
Preferred skills
Coaching and training, career development planning
Technologies
None stated
Responsibilities
Lead supervisors to surpass individual, team, departmental, and P&L objectives; Ensure compliance with lending regulations; Evaluate management reports to enhance efficiencies; Develop and communicate subordinate job roles; Exercise sound judgment in daily responsibilities such as hiring, corrective actions, development plans, performance management, talent assessment, and terminations.
Seniority
Senior, hands-on IC