SVP, Call Center Operations

Rushmore Loan Management Services
Dallas TX
30+ days ago

Job Description

Company Introduction: Come Join the Rushmore Team! Whether you are interested in correspondent origination and sale of mortgages, mortgage servicing operations, real estate management of REO assets, or various corporate positions to support our growing business, Rushmore may just have the position you’ve been waiting for. Browse our openings and contact us today to learn about career opportunities offering competitive salaries and comprehensive benefit packages.
CORE VALUES:
The Company Core Values: _ We are PROUD, All for WON, and We are SCRAPPY_ are inherent to how Employees view and act. To ensure Employees have an environment where expectations are clear, we desire that all employees embrace each Core Value through the use of descriptors and employees understand the behavioral drivers to be successful. We are Proud: Reliable Confident, Committed, All for Won: Team Player, Collaborative, and We are Scrappy: Resourceful, Persistent, and Innovative

In addition to the Company Core Values, there are two Supporting Values that Employees are expected to strive to exemplify on a daily basis: Integrity, which is our Permission-to-Play value; and Excellence, which is our Aspirational value.
Overview:
*
POSITION SUMMARY: *
The SVP of Call Center Operations will be responsible for the Customer Experience – customer service, collections and all omni-channel touch points in the Customer Journey. The SVP executes call center operations with these objectives: delighting the customer and strengthening the Rushmore brand, reducing delinquency, driving performance, managing profitability and cost and delivering strong results. This position collaborates across multiple areas to ensure the organization is meeting and exceeding expectations.
Responsibilities:
*
ESSENTIAL DUTIES AND RESPONSIBILITIES: *

  • Leads the call center operations in all Rushmore locations including offshore. Meets if not exceeds department KPIs and ensures compliant operations. Leads staff with excellence and integrity
  • Formulates and executes an Omni-channel strategy of connecting with customers in the manner they want – audio calls, emails, text, website
  • Spearheads the digital transformation of the customer journey by leveraging technology – dialer, IVR, website and other types of technological solutions and enabling tools
  • Optimizes Customer centric service models, integrating with internal and external cross-functional teams
  • Develops, forecasts, monitors and evaluates accurate and actionable daily, monthly, and quarterly reporting (to financial goals and KPI’s) and prepares deep analysis of performance
  • Develops and implements scripting and departmental policies that will ensure best in class customer experience satisfaction
  • Develops, implements, and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement
  • Participates as required in internal and external audits
  • Coordinates analytics, strategic and technical resources to meet customer needs and client expectations of the Company’s services
  • Collaborates cross-functionally to represent the “voice of the customer” and to optimize customer consideration, conversion, satisfaction and loyalty. Insures that service and quality standards are met, including client performance guarantees and member experience standards
  • Develops and maintains effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Responsible for development and administration of annual department budget to attain business goals and operational stability
  • Insures compliance with regulatory agency guidelines and standards
  • Defines and plans the achievement of enterprise workforce goals and objectives across all contact centers, shaping the enterprise Operational standards for Contact Center support service requirements. Provides guidance to the management team to succeed.
  • Manages outsourcing vendors (both onshore and offshore) that provide services to Call Center
  • Monitors, manages and reports on vendor compliance of contractual agreements and deliverables, establishing performance goals and objectives identify strategies to meet the contractual requirements
  • Leads in strategic decisions as a subject matter expert. Defining strategic initiatives and how they will impact volume and staffing, identification and prioritization of improvement opportunities, client management and site strategies
  • Interprets complex data sets, including analyzing results and interpreting trends and patterns that result in defining new process improvement opportunities and smooth day- to- day operations
  • Delivers efficiency and performance gains through Contact Center best business practice, business process
  • Drives productivity and efficiency by monitoring call center processes and industry trends to ensure the company is utilizing optimal processes and technology
  • Develops and implements benchmarking methodologies and management reports -compare against the organizational and industry standards for efficiency of operations.
  • Establishes, maintains and communicates quality, performance and other productivity indicators to ensure achievement of service standards, operational goals, budgets and objectives
  • Ensures operations are lead in a manner consistent with continuous improvement: Identify research and provide appropriate recommendations for improving processes and implementing new programs
  • Works with leadership team to develop strategic plans, tactical plans and measures to drive and evaluate the operating center long and short-term functions.
  • Ensures that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work, and budget.
  • Accountable for driving business strategy and results
  • Drives the development and implementation of process improvement, service offerings, policies and/or programs to enhance organizational operations
  • Implements and monitors process and service delivery improvements
  • Influences over multiple operational business units
  • Accountable for financial results of key department functions
  • Advises and counsels leaders on financial implications of business decisions
  • Establishes and adheres to budgets (revenues/expenses) for all areas of responsibility
  • Conducts internal and/or external negotiations which could have a major impact on the Company and approves in accordance with signing authority
  • Keeps abreast of industry trends and regulatory requirements to ensure alignment with business needs
  • Implements strategic solutions/programs in support of driving customer success
  • Accountable for team performance and development
  • Performs other duties as assigned by management

Qualifications:
*
ESSENTIAL KNOWLEDGE & SKILLS: *

  • Proven record of accomplishment of success dealing with customer service and/or call center programs
  • Proven experience managing metrics, and reporting statistical performance levels related to customer contacts and experience
  • Strong knowledge of customer service and call center or multi-channel contact center operations including call center best practices, certification, real time and historical reporting metrics, call flow and workforce management, call routing strategy
  • Must be able to present exceptionally well to external parties. Presentation skills include oral as well as written – through presentation tools such as power point
  • Ability to clearly articulate narratives in emails, word documents and navigate through excel
  • Must possesses rare combination of detail oriented approach (loan level) to strategic thought leadership when presenting to the board, clients and senior management
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
  • Exceptional ability to develop and manage results-oriented recruiting and training programs
  • Business acumen with developed financial and analytical skills including working knowledge of financial statement analysis, budgeting, forecasting, staffing models, scheduling, and telecom opportunities
  • A leader who brings experience growing and running a successful contact center operation
  • Strong, strategic thinking in the context of a multichannel business
  • Strong knowledge of call center management best practices, outsourced call center workflow and operations within an outsourced call center environment
  • Strong leadership and management skills which include a hands-on style and leading by example
  • Demonstrated operations leadership experience and success in managing through complex and evolving organizations
  • Proven leadership ability and a track record of having created highly collaborative, high-performance teams in multi-site environments
  • Ability to work collaboratively with various parties in obtaining and achieving common goals; demonstrated experience in team building through collaboration and open communication
  • Ability to apply in-depth knowledge of industry trends and best practices to influence Company direction and operations
  • Ability to influence corporate image through service delivery at executive/board levels
  • Ability to align Company programs and resources with current and future needs of the customer
  • Ability to anticipate changing customer needs, makes recommendations, and takes action to address those needs
  • Ability to communicate corporate initiatives and translate strategic impact on the business
  • Ability to build and support a diverse culture to drive innovation and business results
  • Ability to achieve results by driving decisions through advice and counsel to others
  • Ability to partner with other internal resources in the execution of the strategy
  • Ability to achieve results through leadership and people management of key function(s) within the Company

*
EDUCATION AND/OR EXPERIENCE: *

  • Bachelor’s degree required (in business management or related field)
  • Advanced degree preferred
  • Minimum 15 years excelling in progressive management experience in an operational role with the flexibility and willingness to travel
  • Minimum 10 years directly managing employee issues (performance reviews, conflicts, mentoring, etc.)
  • Experience and aptitude to analyze financial data against operational metrics to support operations management activities and decision making
  • Strength in managing and developing direct reports while ensuring strong management and leadership at all levels of responsibility
  • Demonstrated experience in successful collaborative thinking and problem solving

*
MACHINES, OFFICE EQUIPMENT & SOFTWARE: *

  • Proficient in Microsoft Office applications
  • Solid experience with MSP/ LPS Servicing System, Aspect, NEC phone system
  • Knowledge of SQL, Crystal Reports or other reporting software preferred

Location: 1755 Wittington Place,Ste. 400, Dallas, TX 75234

Job Type: Full-time

Source

https://www.indeed.com/jobs

Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Uvaro

We’re on a mission to help the world’s professionals lead more fulfilling careers - from their first job to their last. At Uvaro, we’ve created a better way to help everyday people launch and grow successful and rewarding careers in tech. We’re growing quickly, and we’re looking for an Admissions Consultant to help us realize our vision. That’s where you come in! If you are looking to work in a fast-paced, highly collaborative environment that delivers life-changing impact every day, then we should talk. The Admissions Consultant is responsible for helping qualified applicants take ownership of their careers b y enrolling in Uvaro. This dynamic position requires the ability to run a best-in-class customer-centric sales cycle. If you are a dedicated problem-solver and are ready to make a huge impact in a growing company, we would love to hear from you! The successful candidate is: * Impact driven and motivated by helping others * An active and empathetic listener * A conversationalist with highly developed interpersonal skills * Effective at problem solving and solution selling * Excellent at motivating others * Highly adaptable * Proactive, self-motivated, and takes initiative * Self-disciplined  and works autonomously  * Performance-driven * A collaborative worker and team player In this role you’ll:  * Manage inbound leads process, and use tech stack (HubSpot, SalesLoft, Gong) to execute outbound calls/emails to program candidates * Understand Uvaro’s offerings and effectively map applicant needs and goals to our solutions * Nurture program candidates through a combination of rapid-response to inbound applications and reaching out through email, LinkedIn, and other platforms * Host regular information sessions with program candidates * Assess candidate qualifications using automated and manual tools, and by conducting phone and video interviews * Enroll qualified candidates into the Uvaro program by preparing enrollment packages, answering questions, assisting them with our ISA program manager, and ensuring all paperwork is completed in a timely manner prior to the program start date * Enter, update, and maintain daily activity and prospect information into Hubspot * Achieve and exceed monthly quotas and objectives * Work closely with sales and marketing team members to achieve company goals * Follow up on campaigns and provide detailed feedback on the success of each campaign * Ensure that all new leads are processed within agreed upon SLAs * Schedule meetings between program candidates and members of our other teams, such as Customer Excellence In the first six months you’ll: * Be fully integrated with our company * Be working independently * Be ramped on our tech stack, internal tools, and processes * Be running info sessions for potential candidates independently * Have already seen some of your program candidates graduate the program * Begin ramping on new tools as we upgrade our systems What we’re looking for: Don’t worry if you don’t have all the qualifications listed below - we are particularly interested in someone who adapts quickly to change and learns quickly, so if you don’t meet some of the criteria below but think you’re up for the challenge, please still reach out - we’d love to talk to you! * 1+ years of successful sales development experienced experience in B2B software or B2C services is a plus * Demonstrated strong written and verbal English communication skills  * Ability to work occasional evenings or weekends * Demonstrated success of achieving monthly goal attainment * Experience handling a sales pipeline in a CRM system (Salesforce, Hubspot) * Proven history of being adaptable and having a growth mindset What We’re Offering * Competitive compensation, health benefits, and equity * Flex work schedule and unlimited vacation policy * A remote-first work environment, and the opportunity to work with a close-knit, international team * The opportunity to get in early at a promising startup in the emerging field of tech-enabled education * A dedicated team with a values-driven culture, with a proven history of investing in individual growth and career development. * An unprecedented opportunity to grow your network by placing employees at virtually every high-growth tech company in North America If this opportunity excites you, and you believe you’re the right fit, we want to hear from you! At Uvaro, we understand the value of having a diverse and inclusive team. That’s why we believe in providing equal opportunity regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.

 
Remote, or Waterl… / Remote
Uvaro

Do you feel inspired to identify and develop the next generation of diverse, talented sales professionals? Want to directly impact the growth of the SaaS industry at the same time? We’re on a mission to help the world’s professionals lead more fulfilling careers - from their first job to their last. At Uvaro, we’ve created a better way to help everyday people launch and grow successful and rewarding careers in tech. We’re growing quickly, and we’re looking for an experienced Sales Manager to help us realize our vision by leading our Admissions team. We are looking for a dedicated team lead to coach our sales team, ensure the team's targets are met, and work closely with the executive team. To be successful as a team lead, you should have excellent sales and mentorship skills, as well as exceptional organizational skills. If you are goal-driven, thrive in a fast-paced environment, and are ready to make a huge impact in a growing company, we would love to hear from you! In this role you’ll:  * Become a mentor to the sales team — nurture relationships with each representative in order to help them achieve their goals; provide proactive feedback and ongoing coaching to improve attainment * Lead by example — host regular information sessions with prospective students, manage inbound leads, and use sales engagement tools to execute a development cadence to potential students. * Work closely with other teams — pull reports and analyze data for your team and for management; collaborate with the marketing team to execute go-to-market campaigns; partner with the instruction team to ensure we’re signing up and onboarding potential students in a way that maximizes their chances of success. * Collaborate with senior management — jointly define sales and activity goals on a monthly, quarterly, and annual basis; refine and execute go-to-market strategies * Recruit and train new sales staff, assign specific tasks to members of the sales team, and monitor the team's sales performance. * Maintain data integrity — ensure you and your team enters, updates, and maintains daily activity and prospect information in our CRM and Sales Engagement platforms. * Achieve and exceed monthly quotas and objectives — achieve your own targets,  motivate the sales team, and create an atmosphere of shared success and healthy competition among the staff In this first 6 months you’ll: * Work closely with the leadership team to master the language we use to tell the Uvaro story * Master how to lead productive weekly sales kick-offs and close-outs * Leverage a best-in-class sales stack (including HubSpot, Gong, Kiite, SalesLoft, Vidyard, PandaDoc, Zoom and more) to reach out to your prospects * Help a high-performing team of sales professionals level-up their own sales acumen * Learn how to speak fluently about technology and education in your sales process What we’re looking for: Don’t worry if you don’t have all the qualifications listed below - we are particularly interested in someone who learns quickly, so if you don’t meet some of the criteria below but think you’re up for the challenge, please still reach out - we’d love to talk to you! * Experience successfully leading teams of sales or sales development professionals in technology or education businesses. * Someone with an insatiable curiosity, and the desire to dig into the data, processes, and systems we use to drive success. * Someone with a high EQ and history of demonstrating sound judgement, who is excellent at both motivating candidates to see the benefits Uvaro will bring to their careers, and at identifying potential barriers to candidates’ success in the Uvaro program * A strong sense of adaptability as things change quickly and you’ll need to keep up! * Someone who believes in the positive work Uvaro does to eliminate barriers in the tech industry and empower remarkable students * An enthusiastic team player, with a  desire to take initiative and work autonomously knowing you have the full support of the team * Experience working in a high-velocity sales environment using a CRM  (Salesforce, Hubspot, etc.) and a Sales Engagement platform (Outreach, SalesLoft, etc) * Excellent interpersonal skills and experience dealing directly with individual customers * Exceptional organizational and time management skills * Superb communication skills with ability to uncover underlying concerns or fears * Detail and results-oriented who works well under pressure What We’re Offering * Competitive compensation, health benefits, and equity * Flex work schedule and unlimited vacation policy * A remote-first work environment, and the opportunity to work with a close-knit, international team * The opportunity to get in early at a promising startup in the emerging field of tech-enabled education * A dedicated team with a values-driven culture, with a proven history of investing in individual growth and career development. * An unprecedented opportunity to grow your network by placing employees at virtually every high-growth tech company in North America If this opportunity excites you, and you believe you’re the right fit, we want to hear from you! At Uvaro, we understand the value of having a diverse and inclusive team. That’s why we believe in providing equal opportunity regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.

 
Remote, or Waterl… / Remote
Uvaro

Sales Instructor We’re on a mission to help the world’s professionals lead more fulfilling careers - from their first job to their last. At Uvaro, we’ve created a better way to help everyday people launch and grow successful and rewarding careers in tech. We’re growing quickly, and we’re looking for an experienced instructor to help us realize our vision. That’s where you come in! If you are looking to work in a fast-paced, highly collaborative environment focused on the leading edge of education and technology, then we should talk. Course Instructors deliver Tech Sales programming in online, one-to-many, live, classroom settings, to customers around the world. They work closely with Career Instructors and across the Uvaro team and network to provide holistic industry skills development and career support. Through program delivery, guest instructor coordination, live role-playing, personal brand amplification, and live sales coaching, Course Instructors help customers stand out as Top Talent in the highly competitive Tech Sales industry. Course Instructors work collaboratively on Uvaro’s Customer Excellence team to set up our customers for success through the 12 week tech sales course, and then launch careers and play active roles as part of Uvaro’s Graduate community. Course Instructors work with customers in group and, from time-to-time, individual settings, to discuss career goals and will collaborate with Career Instructors to assist with coaching on hiring techniques based on industry experience. If you are a creative problem-solver, who thrives in a fast-paced environment, and are ready to make a huge impact in a growing company, we would love to hear from you! Don’t worry if you don’t have all the qualifications listed below - we are particularly interested in someone who adapts quickly to change and learns quickly. If you don’t meet some of the criteria below but think you’re up for the challenge, please still reach out - we’d love to talk to you!    In this role you will: *  Present course material live, in-class, 5 days/week, and facilitate group discussions to help develop understanding of material *  Review and adapt course material prior to class, and fold in new lessons to meet the unique needs of Uvaro’s customer cohorts * Homework management (deliver instruction for course assignments, collect course assignments, track submissions, evaluate submissions, and provide feedback in a timely manner) * Manage customer expectations and maintain record of  customer activity as it relates to course requirements and class performance in CRM tool(s). * Manage customer performance and address performance challenges proactively for customers who are not meeting Uvaro’s standards for program engagement * Leverage Uvaro’s, and your own network to coordinate Guest Speakers/Instructors in class as industry experts, to speak to novel concepts, and to address identified knowledge gaps in customer population *  Amplify customers’ success at every opportunity by supporting their personal brand development and growth efforts on online platforms and in online communities * While delivering the program, meet regularly with the Customer Excellence team to evaluate and adapt to customer needs * Engage in regular communication with customers (via Slack, email, Zoom, phone) outside of set class time to provide best-in-class customer support * Act as a key contributor to Slack community and Uvaro Graduate Network * Engage with network at industry and community events to build personal and Uvaro brand   What we are looking for: * Recent experience working as a B2B SaaS Sales Professional is required (3+ years preferred) *  Professional history as an adult learning instructor or teacher is an asset (2+ years preferred) * A history of conducting group presentations and facilitating group discussion in remote and online environments * Passionate about the Sales Industry * Exceptionally team-oriented *  Enthusiastic, has endurance, is consistently an energy giver in group settings *  An articulate and clear communicator * A strong group facilitator and presenter *  A compassionate and empathetic teacher, with knowledge of and/or experienced in adult learning theory and instruction *  Driven to help others develop new skills and transform their lives as a result *  Highly adaptable and resilient working in a highly variable environment *  Professional with an eye for detail and quality (communication consistency, presentation material) * A relationship builder whose network never seems to stop growing * Competent at helping others set goals * Capable of holding people accountable to their commitments and having expectation-levelling and class performance-related conversations * Self-disciplined, positive, and maintains a growth mindset *  Highly organized and punctual * Technically adept with standard business tools (ex. CRM, Slack, video communication tools, GSuite, Microsoft Office) * Experience coaching other professionals in a formal capacity is a bonus * Remote work experience is a bonus *  Start-up experience is a bonus *  Technical competence with business tools (CRM, GSuite, Slack, MicrosoftOffice, video communication tools) What We’re Offering: * A remote-first work environment, and the opportunity to work with a close-knit, international team * The opportunity to get in early at a promising start-up in the emerging field of tech-enabled education * A dedicated team with a values-driven culture, with a proven history of investing in individual growth and career development. *  An unprecedented opportunity to grow your network by placing employees at virtually every high-growth tech company in North America If this opportunity excites you, and you believe you’re the right fit, we want to hear from you! At Uvaro, we understand the value of having a diverse and inclusive team. That’s why we believe in providing equal opportunity regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.

 
Remote, or Waterl… / Remote