Job Title:                               Contact Center Operations Manager

Reports To:                           VP, Servicing Operations

Location:                               Burlington, MA

Business Overview:

Join TimePayment in our mission to expand our top-quality service to the nation’s equipment buyers and sellers. For more than 30 years, we have provided equipment lease financing options to over 800,000 customers.  Our unique blend of dedicated team members and market leading technology has earned us accolades from over 30 different industries. Through our network of 10,000+ independent equipment vendors, and utilizing our multi-level credit scoring model, we are able to provide finance solutions to a wide range of customers - from large corporations, to small businesses, including new entities.

Our diverse team of employees work hard, but we know how to keep it fun. We enjoy a generous benefits package, a casual working environment, and opportunities for career growth. TimePayment is conveniently located with plenty of nearby amenities.  Whether you are looking for a strong training program that encompasses a “classroom to office” transition, you’re a seasoned professional looking for career advancement, and/or are looking to work on new and exciting projects, we've got a place for you. Apply to join our dynamic team today!

TimePayment Corp. is a private company owned by Fortress Investment Group of New York. Fortress is a leading, highly diversified global investment firm with $36.1 billion in assets under management and operates within The SoftBank Group as an independent business.  The SoftBank Group is comprised of a global portfolio of companies, which includes advanced telecommunications, internet services, AI, smart robotics, IoT and clean energy technology providers and has over $93 billion in committed capital. 

Follow us:            @TimePayment on Twitter | TimePayment on Facebook

Website:                www.timepayment.com

Job Summary:

We are seeking a mid-to-senior level Contact Center Operations Manager who has the entrepreneurial mindset to contribute to our growth and profitability. In this newly created position, you will be responsible a critical manager of our Inbound & Outbound contact center strategy and operations.  You will manage the day-to-day operations and functions of our cloud based contact center platform, our agent Quality Assurance and scorecard platforms and managing our Learning & Development team. You will be responsible for drilling down into large quantities of data, identifying areas of opportunity which will drive organizational change.  This position requires an energetic, proactive professional with strong analytical and report modeling skills as well as management experience. 

Key Responsibilities:

• Report to the VP, Servicing Operations, who manages the Contact Center Supervisors and Agent teams. 

• Work closely with COO and VP, Servicing Operations to insure systems and resources are appropriately stewarded and allocated

• Manage the Learning and Development team and work closely on all company training initiatives

• Establish and oversee enterprise Quality Assurance (QA) agent measurement, scoring and evaluation processes  while managing the QA professionals on the Learning and Development team.

• Supervise Workforce Management for multiple teams and units within the Contact Center

• Conduct real-time monitoring of agents through the Five9 real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues

• Use various analytical tools (Call Miner, Salesforce, SQL Reporting, Excel& Five9)  and techniques to evaluate business problems and formulate solutions

• Management of and design of call routing or call handling strategies based on analytical and QA analysis

• Compile information from multiple sources, understand key performance indicators and spot trends and patterns and deliver detailed, summarized analysis of findings

• Manage, forecast and improve QA reporting matrix & KPI dashboards and communicate weekly areas of threat

• Completes Ad Hoc reporting as required  

• Participate in the development of process improvements and assess pre and post implementation change

• Craft documentation including process maps, diagrams, manuals, charters, and scopes

• Educate various departments on behaviors contributing to a positive impact within their unit vs. negative trends

Core Competencies:

• Knowledgeable in call center metrics and multi-channel contact center operations

• Drives continuous improvement through trend reporting analysis and metrics management

• Familiar with database query strings

• Effective at navigating through matrix team environments in order to drive business decisions

• Identifies and implements new practices and processes that are "best in field"

• Strong presentation and persuasive communication skills

• Ability to train various levels of new technologies

• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information

• Clear and concise writing skills

• Demonstrated critical thinking and problem-solving

• Must be personable and enjoy working with a diverse group

• Ability to engage in multiple initiatives simultaneously

Minimum Qualifications:

• B/A or B/S; in business preferred

• 3 to 5 years in a call center analytical or reporting capacity with solid exposure to BA/PM techniques

• Supervisory experience in a customer support call center environments

• Experience developing and managing KPI’s

• Experience with Salesforce, Five9 and Call Miner or similar cloud contact center platforms required

• Proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data

• Proven ability to work independently and efficiently under aggressive deadlines

• Ability to draw correlations, identify root causes, and summarize results for stakeholders