Call Center Manager - 999

Hiring Immediately!

For over 30 years, Sun Loan Company has been a trusted financial resource in over 200 communities, across seven states in the US, and seven locations in Mexico.

Sun Loan Company is currently looking for an experienced, motivated, and results-driven Customer Service Call Center Manager to join our dynamic leadership team!

Our ideal candidate is a strong people leader with a passion for customer service, operational excellence, and team development. This role is responsible for overseeing the daily operations of the Call Center and ensuring the department meets company performance, service, and quality goals.

The CSC Manager provides leadership and direction to Call Center Supervisors and their teams, manages staffing and scheduling, oversees employee relations, and drives continuous improvement initiatives. This role partners closely with Training, Operations, and Leadership to ensure the CSC is operating efficiently and aligned with company expectations.

Responsibilities:

* Lead, motivate, and direct Call Center Supervisors to achieve service, quality, and production goals.
* Oversee daily operations of the Call Center including staffing, scheduling, and employee relations.
* Monitor team performance to ensure timely and accurate response and resolution of customer service requests.
* Identify trends in customer needs and recommend process improvements when appropriate.
* Analyze performance metrics and prepare management reports.
* Develop volume forecasts and staffing plans.
* Partner with the Training Department to identify training needs and coordinate training content.
* Serve as a Subject Matter Expert for CSC operations and procedures.
* Coach, mentor, and develop leadership and frontline staff.
* Support departmental strategy and continuous improvement initiatives.
* Other duties as assigned.

Requirements:

* Bachelor's degree in Business Management or related field required.
* Minimum 5 years of experience in a call center or customer service leadership environment.
* Demonstrated excellence in people leadership, coaching, and team development.
* Strong knowledge of customer service operations and performance management.
* Proven ability to motivate teams and drive results.
* Experience developing staffing models and forecasting volumes.
* Strong analytical, reporting, and organizational skills.
* Microsoft Office 365 experience including Excel, Outlook, Word, SharePoint, PowerPoint, and Teams.
* Experience with LPX and Dayforce HCM preferred.