Central Research

Compensation

Full Description

Central Research is actively seeking a Contact Center Manager to support our Federal Government contract. The position will be responsible for the effective day-to-day supervision and leadership of the call center teams. The manager will ensure the customer’s experience is positive by overseeing the teams to consistently deliver superior quality customer service, meet quality assurance requirements, accurately resolve customer inquiries, while adhering to all state and federal regulations. The Contact Center Manager will be required to meet contractual obligations and hit performance metrics. They will collaborate with the Director of Operations (DOO) to cultivate a positive work environment by engaging employees with a sense of job performance ownership and accountability to ensure our service levels are superior. Essential Duties & Responsibilities: • Responsible for managing the leadership and loan servicing contact center teams for all student loan repayment plan options and forgiveness, while ensuring compliance standards. • Lead, train, develop, and motivate teams, Supervisors, and support roles to maximize performance. • Collaborate with the DOO to develop workflows and strategies to enhance the customer’s student loan experience including quality and production. • Ensure sufficient internal controls and compliance training are established, reviewed, and maintained to stay compliant with appropriate federal and state regulations. • Mentor, train and coach staff on loan servicing calls and programs to improve efficiency, accuracy, effectiveness, and compliance of handling interactions in a timely manner. • Meet monthly production and compliance goals. • Proactively audit processes, procedures, and documents to identify opportunities and trends for performance improvement. • Create, monitor, and review contact center production and metric reports. • Work with workforce management to ensure staffing levels are in line so that performance metrics are met. • Assist with resolution of accounts if a complaint, dispute, or other compliance concerns arise. • Report any compliance issues to leadership. • Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations. Minimum Requirements (Education & Experience): • High School/Diploma/GED • 3 years of experience in Federal Student Loan Servicing leadership role directing and managing teams as a Prime Contractor on USDS/TIVAS contract. • 3 years of experience managing a minimum of 4 supervisors. • 3 years of experience managing a minimum of 100 FTE • US Citizenship is required per the contract. • Ability to obtain and maintain a Federal Public Trust (5c) security clearance (financial/credit history and background will be reviewed): • Not in default on federal student loans -Demonstrated financial responsibility • No felony convictions within the past 7 years • Misdemeanor convictions within the past 7 years may impact eligibility • No non-medical collections totaling $7,500 or more Preferred Requirements (Education & Experience): • Bachelor's Degree • 5+ years’ experience in Federal Student Loan Servicing leadership role directing and managing teams as a Prime Contractor on USDS/TIVAS contract. Minimum Requirements (Knowledge, Skills & Abilities): • Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau, its related regulations and the state laws and regulations. • Ability to create presentations and provide training to staff regarding performance. • Capable of leading a team and coaching a team. • Detail oriented and ability to multi-task. • Excellent written, verbal, and interpersonal communication skills. • Intermediate knowledge of Microsoft Office applications. • Ability to read, write and speak fluent English. • Excellent presentation and facilitations skills. • Demonstrated ability to communicate effectively within all levels of the organization. • Ability to adjust quickly to changing business needs. • Proficient knowledge related to federal student loan servicing. Other Requirements/Information: Please note: We are currently unable to consider applicants residing in California, New York, Oregon, Washington, Illinois, and the city of Philadelphia. Thank you for your understanding. Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster can be found here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.