Contact Center Service & Sales Manager

• Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
• Develop team members by identifying and implementing professional growth planning
• Articulate, demonstrate, and coach to company standards, member service, accountability, accuracy and sales
• Provide operational, technical, and soft-skill support to Inbound Call Center Representatives both on-site and remote
• Effectively analyze statistics and reporting to identify opportunities and initiate action plans
• Assign and implement strategic sales plans to achieve organizational goals
• Participate in the interview and hiring process, actively partnering with Recruiting
• Assist Workforce Management in maintaining service levels by monitoring queues, forecasting, and coaching teams to call center metrics
• Evolve and effectively lead through change management in a fast-paced environment
• Facilitate team and leadership meetings which may include partnering with other business units
• Implement new leadership techniques through company provided trainings and professional development
• Actively participate in cross functional meetings

• Minimum Education: Bachelor's degree is preferred
• Minimum 5 years' experience in a contact center or in the financial services industry, including a minimum of 2 years in a leadership role
• Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
• Ability to use data and analytic information to gain insights and drive strategic direction
• Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
• Adept at problem-solving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
• Ability to influence others and move toward a common vision or goal
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Ability to partner and effectively collaborate with multiple work groups and manage through frequent change
• Working knowledge of Microsoft Office Suite
• Certification/License: N/A

Location: Rocklin, CA 95765 or Hillsboro, OR 97124. The Contact Center team works on-site, but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)