Do relationships matter to you?
Are you looking to collaborate, create, innovate and lead?
Do you believe in servant leadership and care about developing a team?
And is your perfect environment one that is fast paced and takes time to celebrate success?
If the answers are yes, then when we want to hear from you!
Strategic Financial Solutions is looking for talented leaders to join our family. We are seeking a Director for our Client Services. This individual will be responsible for a team of Client Services Managers focused on delivering an exceptional client experience through its teams. This position reports to our VP of Client Services and will work closely with senior leadership in all areas of contact center operations, team member coaching/mentoring and departmental recognition initiatives.
Engage a team of Client Services Managers and their direct reports
Responsible for staff development, leadership coaching and associate engagement
Increase productivity of managers and representatives alike (coach, hold accountable and recognize/reward on KPIs)
Ensures that customer satisfaction is achieved through courteous and effective communication, problem solving, and efficient processes
Participate in selection, hiring, learning and development of teams. Assist in New Hire Training Program during observation, classroom and controlled environment, working with trainees on policies, procedures and servicing knowledge
Ensures that all complaints are resolved in a timely manner
Review quality performance measurements and provide input to for coaching performance/action plans as applicable
Ensures team consistently follows company policy and procedures
Handle real time call flow for the call center
Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made
Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives
Assist in developing and implementing future contact center vision and strategy
Bachelor’s degree in a communication related field
Experience managing leaders/supervisors
Minimum 7 years management experience; minimum 3 years in a contact center environment
Ability to prioritize and manage multiple responsibilities
Ability to communicate clearly and professionally, both verbally and in writing
Extensive knowledge using online call center phone and tracking systems
Superior problem-solving abilities
Pleasant, friendly attitude, with an ability to adapt to change
Strong listening skills, attention to detail, and decision-making skills
Demonstrated ability to work in a fast-paced environment
Desire for personal/professional growth and development
The Fun Stuff
Real time recognition leveraging internal social media
Monthly Team and facility events, quarterly team building outings and happy hours
Daily employee acknowledgement programs such as Cupcake Tuesdays and Wellness Wednesdays
Participation in Strategic Dreams program which makes several employee’s dreams come true each quarter
Heavy emphasis on training and development through introductory and ongoing training as well as industry/professional training programs
Strategic Financial Solutions is a leading consumer finance company that specializes in helping people that have too much credit card debt. We were recently named the 21st Best Company to Work for in New York by Best Companies to Work For and have been certified as a Great Place to Work 4 times. Additional honors include being named, two times, as one of the 50 fastest growing companies in New York City and to the prestigious Inc. 500 list as one of the 500 fastest growing companies in the United States.