IQVentures · 2 days ago
Contact Center Manager - Collections
Carrollton, TX
Full-time
Onsite
Entry, Mid Level
$54K/yr - $65K/yr
2+ years expIQventures is an established, profitable technology and financial services company serving clients nationwide. They are seeking a Contact Center Manager - Collections to lead and manage daily operations of a high-energy contact center, ensuring the achievement of key business goals while delivering exceptional customer service.
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
Required
High School Diploma (or GED or High School Equivalence Certificate)
Over 2 years of Call Center Management experience
Background in Collections and/or Customer Service environments
Call center management: 2 years (Required)
collections: 2 years (Required)
Ability to Commute: Carrollton, TX 75006 (Required)
Preferred
Bachelor's Degree, preferably in Business Management or a related field
Merchant Cash Advance (MCA) experience a plus
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Paid time off
Vision insurance
Company
IQVentures
iQventures innovates, creates, and operates intelligent communications solutions.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase