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Manager
DFC Global Corp
Chester, PA, United States
Job Details - this job has expired, please see similar jobs below
What do you do?
Exciting opportunity to help build a state of the art call center to support loan processing and customer service. The Manager of the LVC is responsible for the daily running and management of all inbound and outbound Communication Channels, including calls, Texting, Emails & chatting and online sales through the effective use of resources with responsibility for meeting and setting customer service and sales targets as well as planning areas of improvement or development.
What do we need?
You to have an amazing personality and communication style.
That you are super-organized and are a problem solver.
That you take pride in everything that you do, and it shows.
And most importantly that you have unquestionable integrity.
Why work for us?
We invest in our employees, and offer extensive training, and development programs to set you up for future success.
If we sound like a fit, and you’re ready to start an exciting career with an organization that fosters employee growth, apply today!
Job Description
• Help to build state of the art call center to support loan processing and customer service to DFC’s online customer base.
• Manage 24/7 operations call center with expected staff of 20.
• Assist in the implementation of new telephony and technology to automate the business processes and drive efficiencies.
• Design to scale to manage beyond the online business.
• Assist in enhancing online customer self service capabilities and manage call center / customer service personnel.
• Assist with customer escalations.
• Performs quality assurance activities and monitors performance of call center to ensure call center goals are met.
• Forecasting and analyzing data against budget on a weekly and/or monthly basis.
• Provide input from sales, including growth, competitive analysis, market trends, and business environment, for strategic planning processes.
• Collaborate with the stakeholders to develop short- and long-term strategic plans.
• Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Own workforce management functions like staffing and scheduling for your team, as well as maintaining an engaged and motivated workforce.
• Develop and analyze key metrics to maintain appropriate service level balanced with adequate staffing.
• Conduct coaching, developmental sessions, performance reviews, and administer disciplinary action as needed.
• Performance appraisals for staff, bi-annually and annually
Qualifications
EDUCATION
• High school diploma or equivalent.
• Post-secondary degree or diploma in business or related field preferred.
EXPERIENCE
• 5 years’ experience in a call center environment
• Minimum 4 years’ experience working in a management capacity
• The candidate must have an aptitude for providing positive customer service, good communication, and problem solving skills
• Experience in the financial services industry is a plus
• Strategic thinker with ability to examine and re-engineer customer service operations, form new policies, and develop and implement new strategies
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Strong communication skills and ability to manage up and down building strong relationships throughout.
• Leadership ability and team building skills to effectively supervise staff required.
• Thorough understanding of Call Center operations, principles and metrics.
• Experience in all aspects of customer service and people management.
• Strong knowledge of sales principles, methods, practices, and techniques.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
• · Able to respond quickly in a dynamic and changing environment.
Additional Information
All your information will be kept confidential according to EEO guidelines.