Manager, New Accounts

What You’ll Do:

• Responsible for hiring, development and performance management of a team of supervisors in the New Accounts department
• Champion engagement activities for the department, leveraging contests, activities, and recognition (the big and little things matter)
• Build and maintain career pathing opportunities and objectives to improve employee morale and retention. We love our employees and want to make sure this is a place they can build a career
• Responsible for ensuring that supervisors and agents have the appropriate tools to meet/exceed service level agreements.
• Lend a voice to our agents and supervisors, be their advocate and help drive meaningful change 
• Proactively source feedback from all stakeholders on how to improve our product, platform, and our team. 
• Responsible for exceeding customer experience KPIs such as Schedule Adherence, First Call Resolution, Quality Assurance, and Production Contribution
• Partner with Operations leaders from Customer Service, Contact Center Technology, Portfolio Management, Oversight, and Business Analytics to align business initiatives and make sure we’re always on the same page. Communication can be hard, but it’s one of the most important parts of a successful operation

What We Look For:

• Minimum 4 years working in leadership in a high volume contact center environment
• 2-4 years leading supervisors and 40+ total FTE 
• Strong workforce management skills as it pertains to a large contact center team
• Extensive experience with contact center metric analysis
• Demonstrated people leadership and employee development
• Strong process improvement, reducing employee and customer pain points
• Strong communication skills with ability to effectively collaborate with various leadership levels and/or department

Note to Have:

• 4 year degree in financial services related field
• Technical experience in contact center tools such as phone system, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity planning
• Project management experience
• Telephony system management (Genesys)
• Omni-Channel management experience (Zendesk, Genesys)
• Workforce management (scheduling, forecasting, adherence, etc…)
• Experience with a wide range of contact center tools/vendors
• Direct experience driving customer satisfaction (CSAT) and Loyalty (NPS)

What We Offer You: 

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages