American Credit Acceptance

  • Customer Contact Monitoring Manager

    Job Location US-SC-Spartanburg
    Posted Date 2 months ago(1/30/2019 3:55 PM)
    ID
    2019-2430
  • Overview

    The Customer Contact Monitoring (CCM) Manager will lead a team of specialists who monitor customer contacts including phone calls and customer written correspondence. This position is responsible for the continuous improvement and implementation of all contact monitoring guidelines. This leader will need to be able to establish strong cross-functional relationships quickly and have a passion for a positive customer and associate experience.

    Responsibilities

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Continuously evaluating the CCM function and guidelines to ensure the highest level of customer experience while maintaining business objectives
    • Create and execute processes to analyze opportunities and strengths of the department
    • Conducting analysis on escalated internal disputes to ensure that principles are upheld or guidelines are improved
    • Providing guidance and support to staff for the following: sampling, monitoring, and reporting on both the results of the direct team and larger organization results
    • Managing daily production and quality goals to ensure results of monitoring is valuable
    • Partnership with multiple geographic locations to ensure timely and accurate remediation
    • Be a change agent in recommending solutions to improve quality scores including policies, procedures, training, and coaching initiatives
    • Maintain calibration amongst the team and internal customers
    • Other tasks as assigned

    Qualifications

    • Bachelor’s degree or equivalent work experience required
    • 5+ years of experience in a direct customer contact or servicing environment
    • 5+ years of leadership experience
    • 3+ years of experience with managing quality, call monitoring, compliance, or audit program
    • Quality management or Six Sigma certification preferred
    • Ability to drive execution of aggressive goals through effective planning, prioritization, resource management and follow through
    • Proven track record of building influential relationships with internal customers; ability to influence across departmental lines without direct authority
    • Ability to think strategically and translate business needs into strategic direction, plans and solutions
    • Ability to perform root cause analysis and provide solutions to internal business partners
    • Displays a high level of professionalism and integrity
    • Collections or Finance experience preferred
    • Speech analytics or other quality management software experience strongly preferred
    • Strong communication skills both written and verbal
    • Ability to work as an individual contributor and in a team environment
    • Must have a high level of critical thinking
    • Proven ability to multi-task
    • Strong attention to detail

    Supervisory Responsibility

    This position will lead a team of multiple Supervisors, Team Leads, and Specialists.

     

    Work Environment and Physical Demands

    This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

    Position Type/Expected Hours of Work

    This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed.

     

    Travel

    This position may require up to 20% travel.

     

    EEO Statement

    ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

     

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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