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IQVentures · 8 hours ago

Contact Center Manager - Collections

Carrollton, TX

Full-time

Hybrid

Entry, Mid Level

2+ years exp

IQVentures is an established technology and financial services company serving clients nationwide. They are seeking a Contact Center Manager to manage and coordinate the activities of the contact center, ensuring exceptional service and compliance while leading a team of associates.

Call CenterCustomer Service

No H1B

Responsibilities

Develop and maintain a professional relationship with consumers. Provide an atmosphere of respect, courtesy, prompt resolution, and friendliness

Promote a safe and professional workplace environment

Interpret and communicate work procedures and company policies to staff

Manage the call center floor ensuring proper staffing and agent availability

Conduct biweekly meetings with staff to perform ongoing and consistent training and to maintain the department’s focus on current objectives

Research, compile, and prepare reports, correspondence, and other information required by management or governmental agencies

Collaborate with field employees to create customer service channels

Compile and maintain department resources and training materials

Manage quality assurance through coaching and call and ticket review monitoring

Monitor and report compliance situations as needed

Personally comply with governmental regulations as well as company policies, procedures, laws, and maintain compliance within the location

Take escalated phone calls ensuring effective communication with consumers and field employees to resolve issues

Recruit and interview new associates

Perform associate reviews and set career paths

Develop all staff to meet department objectives

Manage Team Leads to ensuring they are meeting position objectives

Create and/or maintain department procedures to mitigate risks to the company for noncompliance to state and federal laws and regulations

Qualification

Call Center ManagementAdvanced Analytical SkillsJudgmentDecision MakingService OrientationSocial PerceptivenessNegotiationReading ComprehensionTroubleshootingComputer LiteracyData EntryManagement of Personnel ResourcesMonitoringMathematicsActive ListeningVerbal CommunicationsCritical ThinkingTime Management

Required

High School Diploma (or GED or High School Equivalence Certificate)

Over 2 years of Call Center Management experience

Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and prevent interrupting at inappropriate times

Service Orientation – Actively look for ways to help people

Social Perceptiveness – Be aware of others' reactions and understand why they react as they do

Reading Comprehension – Understand written sentences and paragraphs in work related documents

Verbal Communications – Speak with others to convey information effectively

Critical Thinking – Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and/or approaches to problems

Advanced analytical skills with the ability to assess and present quantitative and qualitative data

Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one

Negotiation – Bring others together and trying to reconcile differences

Persuasion – Persuade others to change their minds or behavior

Troubleshooting – Determine causes of operating errors and deciding what to do about it

Computer Literacy – Knowledge of windows-based computer applications

Data Entry – Ability to type and retrieve customer information along with type 30+ words per minute

Management of Personnel Resources – Motivate, develop, and direct people as they work while identifying the best people for the job

Monitoring – Monitor/Assess performance of yourself, others, and/or organizations to make improvements or take corrective action

Time Management – Manage one's own time and the time of others

Mathematics – Use mathematics to solve problems

Preferred

Bachelor's Degree, preferably in Business Management or a related field

Merchant Cash Advance (MCA) experience a plus

Benefits

Access to a robust learning management system, full of e-learning modules and training programs to help boost your professional and personal development

Paid on-the-job training & professional development programs

Benefits available on the date of hire

Multiple coverage levels for Medical, Dental, & Vision

401(k) with Company match with immediate vesting

Health Savings Account

Company-provided Life & AD&D Insurance

Pet insurance

Voluntary benefits, including short-term and long-term disability insurance, accident, critical illness and legal insurance.