CONTINENTAL FINANCE COMPANY Looking for Avp, Contact Center Performance Manager at Wilmington, DE, United States Full Time

Job Description

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking an AVP, Contact Center Performance Manager to join our Operations team.

The AVP, Contact Center Performance Manager is responsible for managing a team of Vendor Managers and Operational functions, including inbound/outbound calls, workforce management, and Credit Protection. This position is responsible for managing team and vendor performance against metrics while working to implement best practices and realize cost-saving opportunities.
***CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)***
Essential Functions:

• Manage inbound/outbound call volume among several call center vendors ensuring compliance with regulatory requirements and internal policies/procedures.
• Oversee Vendor Managers to ensure that vendor relationships are managed effectively in accordance with Company requirements and strategies.
• Support the Workforce Manager to ensure maximum utilization of the productivity and skill sets of the workforce.
• Drive superior quality and call center experience among all vendors.
• Assist with establishing vendor management program and policies.
• Assist with creating standards for the vendors and executing vendor service level scorecard.
• Review and assess vendor capabilities based on business needs and objectives.
• Manage regular business reviews with key business stakeholders.
• Manage difficult/complex escalated issues with our vendor partners.
• Serve as the functional bridge between external vendors and internal stakeholders.
• Manage challenging stakeholders and direct reports diplomatically.

The ideal candidate will have the following:

• Minimum 7 years of experience in vendor management, procurement, or a closely related business area and history managing the program.
• Bachelor’s degree in business or related field preferred.
• Proficiency with Microsoft Office Software.
• A self-starter with ambition and drive and exhibits ability to proactively follow-up and get results.
• Proven ability to work cross-functionally within an organization to accomplish objectives.
• Demonstrate exceptional analytical, problem-solving, and decision-making skills.
• Strong relationship management capabilities.
• Ability to facilitate meetings, keeping participants focused on the agenda.
• Ability to work on multiple initiatives simultaneously in a face-paced environment.
• Effective communicator with excellent interpersonal and verbal communication skills.

Why Continental Finance?

Continental Finance Company (“CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since the Company’s founding in 2005, CFC has prided itself on its corporate responsibility to customers in terms of a strong customer support program, fair treatment, and responsible lending. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer underwriting, marketing and servicing platform, we provide a variety of services to our consumers when other financial institutions will not accommodate them. We are proud to provide access to credit products and excellent services to consumers who are largely overlooked by traditional credit card issuers.
CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!

***CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)***