VP, Call Center Manager

VP, Call Center Manager

HOPE provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation.

The Vice President Call Center Manager is responsible for overseeing daily operations of the call center, including supervising Telephone Service Representatives, ensuring efficient handling of incoming and outgoing calls, and delivering exceptional customer service with timely resolution.

Responsibilities include :

• Lead and support strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.
• Supervise, train and coach Telephone Service Representatives
• Develop and implement comprehensive programs
• Research and resolve complex member issues with professionalism and a high level of customer service, including de-escalation when necessary
• Monitor and respond to incoming and outgoing calls in a timely manner, (e.g., updating member accounts information, processing check requests)
• Maintain strict confidentiality of member's information
• Ensure timely processing of incoming mail deposits and / or payments
• Develop and manage performance goals and metric (e.g., call handling time, cross-selling of value-added products and / or services)
• Ensure completion of compliance related courses and adherence to service level agreements
• Monitoring and reviewing call center reports to call center quality improvements
• Serve as liaison between the call center and other departments
• Management and oversight of 3 party vendor relationships
• Develop and implement strategic call center metric initiatives to drive enhanced member experience
• Other duties include but are not limited to, attending meetings, producing production reports, and supporting special projects as assigned

Qualifications : Required :

Preferred :

Key Competencies & Skills :

Work Environment :

Physical Demands :

Comprehensive Benefits Package :

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.