Come join a growing financial
technology company that’s leading the marketplace in both the marketing and
servicing of credit cards! Continental Finance Company
specializes in credit card options for those consumers with less than perfect
credit. We are seeking a Contact Center Manager to support our Operations team.
The Contact Center
Manager is responsible for leading all day to day contact center functions,
both outsourced and insourced, both call center and back office support functions.
This individual will be responsible for developing and/or utilizing supplied
departmental analytics and data reporting to achieve corporate and departmental
objectives. The position is responsible for ensuring departmental goals are met
within all areas of the Customer Care Contact Center. The Contact Center
Manager is a role model and leader focused on exceptional customer service,
creating and implementing solutions, driving efficiencies, team development,
and making informed decisions in order to achieve maximum results by performing
the following duties:
- Train, coach/mentor, and manage all Customer Care
Supervisors in regard to goals and benchmark setting, employee
development, communication, and leadership growth.
- Ensure alignment with all corporate and departmental
goals, including mitigation and reduction of all avoidable complaints and
providing a white glove service to every customer.
- Create solutions that positively impact the service,
efficiency, and productivity within the department, focused on the central
theme of Customer Care.
- Utilize call center reporting, trending, and on-going
analysis in supporting the contact center goals and benchmark
- Manage all Customer Care activities and staff
competencies to optimize and sustain performance, profitability, cost
controls, and customer satisfaction.
- Assist and manage employee hiring, disciplinary action,
and terminations as necessary in cooperation with Human Resources and the
SVP of Operations.
- Participate in new product and App development
introduction and the quality review process, representing the voice of the
standards of quality are maintained; understand targets for performance
and monitor progress.
with the training department to guide development and implementation of
agent training programs as well as ongoing and refresher training
- Authorize and monitor departmental expenses (i.e.
invoices, credits, etc.) as described in the corporate authorization
matrix as well as budgeting and forecast analysis.
- Perform any reasonable work requested that falls within the
qualification but not specifically described as determined by the SVP of
The ideal candidate will have the following:
Bachelor’s degree in business or related field
At least 5 years of customer care experience
Strong attention to detail and organizational skills
Knowledge of business management principles, practices, and procedures
Excellent written and verbal communication skills
Strong ability to multi-task and adapt to changing demands
Other duties as assigned.
Why Continental Finance?
Finance Company (“CFC”) is one of America’s leading marketers and servicers of
credit cards for consumers with less-than-perfect credit. Since the Company’s
founding in 2005, CFC has prided itself on its corporate responsibility to
customers in terms of a strong customer support program, fair treatment and
responsible lending. With our success, we have also grown into an innovative
financial tech company! With a state of the art consumer underwriting,
marketing and servicing platform, we provide a variety of services to our
consumers when other financial institutions will not accommodate them. We are
proud to provide access to credit products and excellent services to consumers
who are largely overlooked by traditional credit card issuers.
is seeking bright, energetic individuals that will help us grow and develop
together! We uphold a promise to treat our employees with the same care and
concern as we do our customers. We offer all employees competitive compensation
and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!
CONTINENTAL FINANCE COMPANY is an EEO employer - M/F/Vets/Disabled