Bilingual Customer Service Leader – Call Center Manager

Regional Management Corp; Plano (TX); Presencial; USD 65 000 - 90 000; Tempo integral

Resumo da oferta

Regional Management Corp. is seeking a Customer Service Manager to lead a dynamic call center supporting Regional customers.

The role requires strong leadership, capacity planning, and ability to translate product releases into service improvements. You will partner with cross-functional teams, manage the Loan Modification program support quality and SOX controls, coach staff, and optimize processes to deliver exceptional customer experiences while meeting KPIs.

Qualificações

• Associates Degree (commensurate experience may be used in lieu of degree).
• 3+ years of Consumer Finance experience.
• 3+ years managing a call center or customer support department.
• Proficient in Microsoft Excel with complex formulas.
• Proficiency in AI-enabled software (Copilot/Claude) tools.
• Strong understanding of SQL and ability to modify queries.
• Ability to work in a fast-paced environment with attention to detail.
• Strong analytical skills and pre-employment screenings.

Responsabilidades

• Provide exceptional support for external customers and Regional employees.
• Serve as a contact for customer inquiries and complaints with SMEs.
• Address and resolve escalations with applicable experts for quick resolution.
• Collaborate with other RMC departments to ensure proper handling of contacts.
• Manage and maintain policies related to Customer Service.
• Mentor staff on delivering great customer experiences via effective communication.
• Lead performance management with KPIs and quality standards.
• Develop staff through coaching and one-on-ones.
• Identify process enhancements for better optimization and experience.

Conhecimentos

Analytical skills

Leadership

Detail oriented

Call center management

Customer service

Formação académica

Associate degree

Ferramentas

Microsoft Excel

SQL

JIRA

CRM systems

AI-enabled tools (Copilot/Claude)

Descrição da oferta de emprego

Regional Management Corp. is seeking a Customer Service Manager to lead a dynamic call center supporting Regional customers.

The role requires strong leadership, capacity planning, and ability to translate product releases into service improvements. You will partner with cross-functional teams, manage the Loan Modification program support quality and SOX controls, coach staff, and optimize processes to deliver exceptional customer experiences while meeting KPIs.