Call Center Manager

At Better Debt Solutions, our mission is to nurture a culture of compassion and empowerment. It is rooted in empathy and driven by tailored strategies, transparent practices, and exceeding expectations. By focusing on helping individuals thrive, we unite our team and clients in a shared journey towards a BETTER future.

This role is an in office position for candidates within a commutable distance of our Irvine location. This role is Exempt Salary starting at $85,000 - $100,000 Plus Performance Bonuses. This role is open to candidates who do not require visa sponsorship.

Join our team at Better Debt Solutions and be a part of an exciting chapter in our company's growth! We're on the lookout for an experienced Call Center Manager who is driven, possesses a strong professional presence, and has the proven ability to excel in a leadership position leading a department. If you're a dedicated and motivated individual with a track record of success, we invite you to embark on this thrilling journey with us. Your expertise and enthusiasm will play a pivotal role in shaping our future. Come join us and make an impact!

Why Work for Better Debt Solutions:

• Medical, Dental, Vision
• Career Opportunities & Progressive Career Paths
• Work Culture that empowers and uplifts you!
• BBB Accredited Company

What you'll be doing:

• Lead and manage a team of agents to ensure exceptional service delivery and client satisfaction.
• Develop and implement strategies to optimize call center performance, including but not limited to improving call handling times, reducing wait times, and maximizing productivity.
• Monitor and analyze call center metrics and KPIs (Key Performance Indicators) such as call abandonment rate, first call resolution rate, average handle time, and customer satisfaction scores to identify areas for improvement and implement effective solutions.
• Develop and implement comprehensive training programs for new hires and ongoing training for existing team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
• Conduct regular performance evaluations and provide coaching and feedback to team members to enhance their skills, performance, and adherence to KPIs.
• Collaborate with the Quality Assurance team to develop and maintain quality standards and ensure adherence to regulatory requirements and company policies.
• Handle escalated customer inquiries and complaints in a professional and timely manner, utilizing training and coaching techniques to resolve issues and retain customers.
• Oversee and manage agent schedules to ensure coverage of company operational hours.
• Listen to live and recorded phone calls to understand agent performance and review KPI standards.
• Manage scripting and call review rubric to ensure compliance and retention is maintained.
• Implement and enforce company policies and procedures to ensure compliance with regulatory requirements and industry standards.
• Prepare regular reports and updates for senior management on call center performance, training initiatives, KPI metrics, trends, and challenges.
• Stay up-to-date with industry trends, regulations, and best practices in debt settlement, call center management, and training methodologies.

What we are looking for:

• Minimum of 3-5 years of experience in call center management, preferably in the debt settlement industry.
• Experience using Ytel, Five9, RingCentral, or Genesys
• CRM and System Management
• Experience in lead distribution
• Fluent Spanish Speaking
• Proven track record of successfully managing and leading teams to achieve performance targets and deliver exceptional customer service.
• Strong knowledge of debt settlement processes, regulations, and industry best practices.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data, identify trends, and implement effective strategies to improve call center performance.
• Proficiency in MS Office applications, including Excel, Word, and PowerPoint.
• Experience with call center software and CRM systems preferred.
• Ability to thrive in a fast-paced and dynamic work environment.
• Strong problem-solving skills and attention to detail.

Better Debt Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, marital status, pregnancy, or any other non-merit based factor.

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