Manager of Call Center + Financial Operations.

Job Description

Job Description

Link 2 Solutions LLC has been engaged to identify high quality + qualified candidates for a new PERMANENT Manager of Call Center + Financial Operations position for a longtime Orlando based client. The position is HYBRID/REMOTE and the start date is ASAP.

 

Please only apply if you are a US citizen OR Green Card Holder + live within 40 miles of downtown Orlando, FL. No H-1B candidates.

 

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Key skills + experience desired by our client :-

 

40 hours per week.

 

Required:
5-7 years of progressive management experience leading leaders in call center operations, financial services, or customer service environments.
5-10 years of customer service experience.
Experience with call center technology, data interpretation and call center resources.
Experience in conflict resolution and employee relations issues.
Proven ability to create, implement and manage employee performance metrics and reporting.
Proven track record of achieving results through team collaboration
Proven ability to lead, mentor, and motivate a team to achieve performance goals
Exceptional in conducting one-on-one coaching sessions and providing constructive feedback.
Decision-making and problem-solving skills.
Ability to handle complex issues and guide team members effectively.
Proven analytical skills for data interpretation and process improvement.
Strong time management and prioritization skills.
Ability to adapt to changing priorities, client needs, or organizational goals
Ability to develop innovative processes to optimize results, client experience and competitive edge.
Proficiency in operating systems, internet browsers, Microsoft Office Suite, and multitasking across multiple programs.
Must have dedicated at home office space with high-speed internet service
Ability to be flexible with schedule, available nights, weekends and holidays

Preferred:
10+ years of progressive leadership experience, including management, supervisor, and/or team lead responsibilities in a call center or financial services environment.
Experience overseeing Financial Wellness, Debt Management, Bankruptcy, Housing Counseling, or similar consumer financial service programs.
Expertise in the relevant field of customer service, credit counseling or call center operations. 
Oral and written fluency in Spanish a plus.

 

Required:
Bachelor's degree in Business Administration, Operations Management, Organizational Leadership, or related field; or an equivalent combination of education and progressively responsible leadership experience.
Professional training, certifications, and progressive leadership experience.

Preferred:
Bachelor's degree in Business Administration, Operations Management, Organizational Leadership, or profession certifications in a related field.