Customer Care & Collections Operations Manager

Summary

The Customer Care & Collections Operations Manager is responsible for the day-to-day operational management of the Customer Care & Collections departments, including goal setting, KPI tracking and measurement, issue analysis, and business requirements for process and technology development. The ideal candidate will have a strong understanding of contact center technology and customer service principles, as well as experience with process improvement and data analysis.  This role, as both leader and participatory member of project teams, will also create content relative to these teams such as Standard Operating Procedures (SOPs), training curriculum, RACI documents, and business requirements for technology enablement.  This role will develop and monitor/analyze cross-functional workflows, finding the root causes for customer experience gaps and turning these insights into actionable plans for change.

The ideal candidate will be based in Houston, TX, or open to relocation. We are also open to this person working out of our New Orleans, LA HQ.

Essential Job Functions

• Set and manage goals for the Customer Care and Collections departments, including KPIs such as customer satisfaction, response time, first call/case resolution and average days delinquent, etc.
• Track and measure KPIs and report on progress to senior management
• Analyze customer issues and identify root causes
• Develop, document, and implement process improvements to improve customer experience in Care & Collections
• Work with IT to identify and develop technology solutions to improve customer experience workflows and customer communication
• Make recommendations for hiring, training, and development of Customer Care & Collections team members
• Ensure that the Customer Care & Collections teams are providing excellent customer service by reporting on performance and quality and coaching on course corrections
• SOP
• Auditing of Care and Collections customer interactions via Quality program/scorecard development and implementation
• Contribute to training curriculum by documenting process, technology and customer treatment enhancements
• Lead and manage functional projects according to scope, deliverables and timelines

Competencies

• Strategic planning and goal-setting
• Execution management
• Report development - data interpretation and analysis
• Process flow design and documentation
• Financial acumen
• Communication
• Teamwork
• Influencing without authority in a matrixed environment

Education/Experience

• Bachelor's degree in business administration, customer service, or a related field
• 5+ years of experience in contact center operations, including at least 3 years in a management role
• Strong understanding of customer service principles and best practices
• Experience with Collections business strategies and success in implementation and measurement of Collections KPIs
• Experience in customer operations - sales and service, including contact center management
• Experience in the renewable energy sector strongly preferred 
• Experience with process improvement and project management
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Google Suite - Google Slides, Google Forms, Google Meet, Google Chat, Google Sheets (proficient), Google Docs, Gmail
• Salesforce Case Management
• Salesforce Reporting
• CCaaS (eg:  Five9, AWS Connect, etc)
• Analytics software (Power BI, Sigma, etc), specifically interaction analytics as part of a CCaaS solution (WFO)

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Must be comfortable standing and walking for long periods of time
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. 
• The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl. The employee must be able to lift and carry up to 40 lbs for short periods of time.  
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.