Reporting to the President, this role will oversee the operations of the centralized operations support call center. The Director will serve as the general manager in a shared services center supporting Sales, Service and Settlements.

• Act as General Manager of operational site location
• Coordinate facilities needs with Landlord and corporate resource teams
• Oversee all aspects of the call center; staffing, scheduling and operating
• Coordinate work flows within matrixed reporting environment
• Provide leadership and oversight of management team
• Create and implement standard operating procedures for “BPO” site
• Deliver results for Service Levels, Close Rates and Authorization Rates
• Fulfill assignments and work orders as placed by business units
• Prepare and present reports demonstrating success, exceeding expectations
• Guide management of coaching and development of call center agents
• Achieve and maintain acceptable levels of adherence and compliance

• Previous experience with 10+ year in progressive call center leadership roles
• Previous experience leading 100+ call center agents
• Previous experience staffing, scheduling and operations call center facility
• Excellent written, verbal and presentation skills
• Knowledge of Debt Settlement industry
• Knowledge of Business Process Outsourcing
• Knowledge of TCPA guidelines
• Familiarity with telephony platforms
• Familiarity with workforce management
• Familiarity with timekeeping systems like ADP
• Familiarity with Tableau
• Willingness to travel 1 week per quarter

Education:

• Bachelor’s Degree or equivalent