Call Center Director

Director of Servicing Technology
Los Angeles, CA | On-Site
Our Director of Servicing Technology is responsible for managing the dialer and ancillary systems to ensure that contact center business objectives are met and drive efficient strategies.
This position is also responsible for partnering with SVP of Servicing and other senior Leadership on collecting data, researching, presenting, and analyzing the information for maximum contact center performance
RESPONSIBILITIES

• Develop objectives for the Call Center’s day to day activities
• Providing guidance, support and advise on schedules and staffing for the Servicing departments.
• Assist in developing and implementing Call Center vision and strategy
• Review quality performance measurements and provide input for coaching performance action plans where necessary
• Assist in the development of commission plan reporting and structure
• Collect and analyze contact center statistics (production, evaluate performance, metrics, costs, etc.)
• Working cross functionally with other leaders to keep up to date with anything that may impact service levels
• Works with management to give leadership and direction regarding contact center strategies and technologies.
• Identifies areas where our servicing application can make significant enhancements within the customer environment by helping to increase productivity and improve efficiencies
• Aligns IT projects and strategies with the customer’s business objectives. Organizes work, creates schedules, determines priorities, and target dates for projects
• Manages resources, timelines, and problem resolution
• Participates with IT management in identifying and implementing solutions that assist in enhancing Call Center operations
• Provides project estimates across all LOBs. Coordinates with other IT organizations to provide estimates and implement solutions.
• Ensures all projects adhere to Company development standards, policies, and procedures. Responsible for assuring the quality, cost effectiveness, and timeliness of completed projects. Ensures all recommendations and results support pre-established goals
• Maintains communications regarding progress of important projects to Senior IT management and customers
• Determines the justification (cost, performance, service, security, etc.) of proposed systems
• Coordinates work with Project Managers to increase results and reduce expenses
• Reviews each developmental stage of a technology application from preparation of system specifications through the final project testing and production installation
• Is responsible for Performance Management Process with all associates in unit
• Supports all facets of cost center management, e.g., budgeting, forecasting, management of expenses, etc.

REQUIREMENTS

• Oral, written, interpersonal, and organizational skills
• Must be self-motivated and able to work with minimal supervision
• Must be detail oriented, organized, and can work independently as well as with a team
• Ability to make sound decisions quickly in a fluid work environment
• Comprehensive knowledge of automobile financing processes, including point-of-sale, underwriting, and servicing
• Ability to work in a high-volume, fast-paced environment
• Self-motivated and able to work with minimal supervision
• Positive and “Can-Do” attitude
• Willingness to commit, to learn new skills and to develop a strong well-informed Team

EDUCATION AND/OR EXPERIENCE

• Bachelor’s Degree; required
• Three (3) – Five (5) Years of Dialer/Collections; required
• Previous experience in Servicing; preferred
• Previous experience in Automotive industry; preferred

PAY RATE:

• $80,000 to $120,000 per year 
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

FULL TIME BENEFITS

• Medical, Dental, and Vision benefits 
• Life Insurance and Long-term disability plans 
• Flexible Spending Account 
• 401K matching 
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching 
• Wellness Programs 
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only) 
• Career Path Opportunities 
• Discounts on Parks, Museums, Movie Tickets, and Attractions 
• Employee Loan Assistance  
• Annual Flu Shot
• Paid Vacations Days 
• Paid Sick days 
• Paid holidays 
• HGym (available in our Los Angeles, CA & Dallas,TX office) 
• Rental Car Discounts, Dell Member Purchase Program 
• UKG Wallet 

ACKNOWLEDGMENTS

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.