Call Center Manager - Hermosillo, México - AUTO NOW FINANCIAL SERVICES

Descripción

We are seeking a highly motivated and experienced Call Center Manager to join our Loan Servicing team.

As a Call Center Manager, you will be responsible for overseeing the daily operations of our call center and ensuring the highest level of customer service is provided.

This is a leadership role that requires strong communication skills, excellent problem-solving abilities, and the ability to motivate and inspire a team.

• Manage and supervise a team of Loan Servicing / Debt Collection call center representatives
• Develop and implement strategies to improve call center performance and efficiency
• Monitor call center metrics and analyze data to identify areas for improvement
• Provide coaching and feedback to agents to enhance their performance
• Handle escalated customer inquiries or complaints in a professional manner
• Collaborate with other departments to ensure seamless operations and customer satisfaction
• Conduct regular team meetings to communicate updates, goals, and expectations
• Create and maintain call center policies, procedures, and training materials
• Stay updated on industry trends and best practices in call center management

Qualifications:

• Bachelor's degree in Business Administration or related field preferred
• Proven experience as a Call Center Manager or similar role
• Experience as a Debt Collections / Call Center Manager or similar role
• Strong leadership skills with the ability to motivate and inspire a team
• Excellent problemsolving abilities with a focus on finding innovative solutions
• Exceptional communication skills, both verbal and written in both English and Spanish
• Proficient in English; fluency in Spanish is a plus
• Ability to analyze data and make datadriven decisions
• Experience in project management is highly desirable
• Customer serviceoriented mindset with a passion for delivering exceptional service
• Ability to negotiate and resolve conflicts effectively

We offer competitive compensation packages, including benefits such as medical insurance, retirement plans, paid time off, and opportunities for career growth.

If you are a dynamic leader with a passion for customer service, we would love to hear from you.


Pay:
$16, $29,115.11 per month


Application Question(s):

• MUST HAVE OWN COMPUTER EQUIPMENT AND INTERNET CONNECTION FOR INITIAL REMOTE TRAINING

Experience:

Debt Collections: 2 years (required)
Call Center Management: 2 years (preferred)


Willingness to travel:

• 25% (preferred)

Work Location:
In person

Expected Start Date: 29/04/2024