Contact Center Sales & Service Manager II

• 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
• Facilitate and/or lead team, leadership and cross-functional meetings
• Evolve and effectively lead through change management in a fast-paced environment
• Develop team members by identifying and implementing professional growth planning
• Coach other Managers in new leadership techniques through company provided trainings and professional development
• 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

• Minimum Education: Bachelor's degree is preferred
• Minimum 6 years' experience in a contact center or in the financial services industry, including a minimum of 3 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 Corporate Office - Rocklin, CA 95765

Target Compensation in Rocklin, CA: $82,000 - $96,000 + monthly incentives

• 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)