Call Center Manager

The Customer Care Manager is responsible managing, mentoring, training, and assisting associates in our call center, while leading the team to success via achieving KPI’s.

Schedule: Must be available for shifts 8:00am to 7:00pm Monday through Friday, and also Saturdays, on-call, and after hours responsibilities may be required on a rotating basis.

Location: Must be able to commute to our office in Coppell, TX

Salary: $19-20/hour, dependent on experience. Also eligible for a monthly bonus of up to $900/month.

Additional Compensation and Benefits:

At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits:

• Medical and Dental insurances from premium providers
• 401K with matching
• Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
• Tuition Reimbursement
• Paid Time Off
• Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.

Key Responsibilities:

• Ability to effectively manage and develop several team leads simultaneously and consistently.
• Responsible for the direction and coordination of the team under the leadership of the Director.
• Drive results by insuring that goals, objectives and standards are achieved for delinquency, charge-off and total collection goals.
• Demonstrated success in a high volume, highly competitive and fast paced environment. Demonstrated ability to complete assigned tasks and goals in a timely manner.
• Monitors the team’s productivity to ensure the achievement of service deliverables and customer satisfaction. Manages and monitors call volumes.
• Provides guidance to management staff to ensure the appropriate handling of customer complaints, as well as regulatory complaints to achieve satisfactory resolution.
• Establishes and communicates performance standards and objectives.
• Maintains and analyzes group and individual performance, and initiates appropriate motivational programs to improve performance to reach goals.
• Uses call history and any necessary forecasting tools, corporate reports, and feedback from the managers/supervisors to ensure quality contacts and efficient customers.
• Interfaces with other departments including Sales, Accounting and Finance, IT and HR. Makes recommendations to drive change with a focus on exceeding operational goals and customer expectations.
• Creates strategic collection/dialer strategies and analysis that will increase revenue recovery.
• Prepares reports by collecting, analyzing and summarizing data and trends to drive performance.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; motivating and rewarding employees; disciplining employees; addressing complaints, resolving problems and terminating where appropriate
• Manage performance issues in a timely and effective manner. Evaluate employees weekly identifying any performance/behavioral issues, ensuring that the Director is made aware.
• Develop creative contests and incentives to motivate the collections team. Maintain a positive work environment by keeping team morale up.
• Meet and adhere to all client contractual obligations to include remaining compliant 100% of the times. Meet all policy and procedures expectations. Ensure all employees are following FDCPA and HIPAA guidelines.

Key Requirements:

• Bachelor’s degree or higher level of education or equivalent work experience
• A minimum of 5-7 years Call Center experience
• A minimum of 3-5 years successful, demonstrated experience at the management level
• Proven experience leading a team to success
• Ability to develop and implement process improvements
• Ability to prioritize work and lead a team successfully producing results
• Business acumen with strong analytical and problem-solving skills. Must be able to produce, analyze, and interpret data with strong analytical and project management skills
• Ability to work under pressure with strict time constraints
• Excellent multitasking and prioritization skills
• Ability to work collaboratively and independently to achieve goals
• Extraordinary communication skills, verbally and nonverbal as well as written
• Sets examples of high quality work ethic for employees – leads by example

WHY HARRIS & HARRIS?

Harris & Harris is a premier, full-service revenue recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and healthcare markets.

The family business Sam Harris started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who employ the latest technology and best ethical practices to help businesses recover revenue and provide world class customer service.

We take pride in knowing what it takes to turn a call from "average" to "excellent." We have been delighting clients and customers for decades thanks to our outstanding employees. They make the difference every day, shift, and call and transform challenges into victories.

At Harris & Harris, we’re proud to be an organization where everyone is welcome and can be their authentic selves at work. We’re passionate about celebrating the differences that make each of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued.

We also are an organization that believes in the power of giving back. Our internal cross functional committee, Harris Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, American Cancer Society, Bright Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the American Heart Association, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School.

At Harris & Harris, everyone is important, and one person can make a difference for their colleagues, for our clients, and for our company. We look forward to hearing from you!

Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: Hybrid remote in Coppell, TX 75019

Salary : $60,000 - $65,000