Manager II, Contact Experience Center Sales & Service

The Manager II, Contact Experience Center (CXC) Sales & Service oversees the day-to-day activities of a fast paced and multifaceted inbound call center. This role is responsible for leading and developing a team of Sales and Service Representatives focused on building and enhancing consumer relationships while providing exceptional service.

Primary Responsibilities:

• 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

• Execute strategic plans to achieve organizational goals and prioritize work appropriately to meet deadlines

• Maintain service levels by monitoring queues, forecasting, and coaching team to call center metrics

• Adept at problem-solving, time management, organizational skills and the ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations

• Provide operational, technical, and soft-skill support to representatives both on-site and/or remote

• Leverage metrics and reporting to identify opportunities and initiate action plans

• Actively participate in the interview and hiring process including partnering with recruiting

• Evolve and effectively lead through change management in a fast-paced environment and provide support to peers as needed

• 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 lead cross functional meetings and projects to drive business unit strategies

• Work with organizational leadership to facilitate and/or contribute to strategic initiatives

• Support leadership onboarding or act as a peer mentor as needed

Experience and Education Requirement:

• Minimum Education: Bachelor's degree is preferred

• Minimum 3 years leadership experience leading in a fast-paced service centric environment with 2 years of experience in a call center

• Minimum 3 years of sales leadership experience focused on enhancing consumer relationships; financial industry preferred

• 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

• Demonstrated experience partnering and effectively collaborating with multiple work groups and manage through frequent change

• Working knowledge of Microsoft Office Suite

• Proficiency in Microsoft Outlook and remote communication tools (Webex, Teams, etc.)

• Certification/License: N/A

Location: Rocklin Corporate Location, Rocklin, CA 95765.  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.

Schedule: 40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance

Target Compensation in Rocklin, CA: $86,000 - $102,000 annually + quarterly incentive

Benefits options include

• 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)