Call Center Manager

DriveTime

(Mesa, Arizona)
Full Time Evenings Weekends
Job Posting Details
About DriveTime
DriveTime is the nation’s largest dealer helping people with credit issues purchase a great vehicle. Headquartered in Phoenix, Arizona, we operate over 139 dealerships across the country, with thousands of vehicles in stock.
Summary
This is Manager position is responsible for the Recovery Support Team in the call center. Their main task is to supervise the team activities by hiring, training, motivating and monitoring their identified team, and by establishing partnerships with other key players within the organization and partnered Recovery Agents. Their main goals are to provide excellent customer service and ongoing development and management of our nationwide network of Recovery Agents to enhance the overall customer experience and bring greater economic value to the business. This leader will be responsible for managing all related functions including establishing value proposition, Recovery Agent sourcing and recruitment, working alongside the Corporate Procurement team on contract management (negotiations, execution, etc.), new agent on boarding, and ongoing provider relationship portfolio management.
Responsibilities
* Monitors and reviews work of Recovery Support team to ensure it is effective, and within Company and Legal policy. * Perform independent audits of our partnered Recovery Agents * Work in conjunction with legal and compliance to ensure adherence with state and federal regulatory and compliance expectations * Host yearly internal agent conference and awards * Provide daily goals and strategy to their team that will maximize long-term success. * Must have effective communication, both verbal and written. * Have strong analytical and problem solving skills, able to make sound business decisions, and exercise good judgment in relation to the handling of escalated concerns. * Provide guidance and training in collections and compliance related areas to all team members. * Recruit, screen, interview, hire, and develop successful team members. * Provide proactive leadership to the team to achieve maximum performance that results in a method consistent with DriveTime's vision and values. * Evaluate job performance and give timely, consistent feedback and training as appropriate, based on observations of performance and behavior and the review of performance statistics.
Ideal Candidate
**Qualifications:** * Bachelor's Degree; preferred * 4+ years of management experience in a call center or retail environment * Ability to inspire and innovate * Knowledge of Fair Debt Collection Practices Act and regulatory compliance; preferred * Must be self-motivated with strong decision making and problem solving abilities. * Skilled with PC and Microsoft Operating Systems software, a variety of telephone equipment, including headset or handset. * Ability to work cooperatively with other employees, customers, clients, and other involved parties. * Required to work a flexible schedule including some evenings and Saturdays. **Physical Demands.** * This job position is designated as a safety sensitive position. * Must be able to lift up to 25 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels. * Must be able to carry and transport up to 25 pounds up to 60 feet. * Requires standing for extended period of time with frequent stretching, reaching, walking and stooping, pushing and/or pulling. * Requires excellent visual acuity and manual dexterity. * Requires sitting for extended periods of time. Must be able to type for extended periods of time. * Requires being able to hear and speak with others in-person or on the phone. * Must adhere to regular and predictable attendance.

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