Call Center Shift Manager - Thrivos, Inc.

As the Call Center Shift Manager, you will be responsible for acting as the Manager on Duty (MOD), ensuring excellent service delivery, monitoring performance, handling escalations and assisting the team meet operational targets and KPIs. The Shift Manager plays a vital role in ensuring a smooth and efficient operation, maintaining high morale, and providing leadership and support to the call center team in the absence of the Branch Manager.

Responsibilities:

• Act as the Manager on Duty in the absence of the Branch Manager by supervising, guiding and mentoring a team of Loan Processors.
• Open/close the office by following correct procedures including activating/deactivating alarm system.
• Compile and send out productivity updates regularly to the team as needed.
• Monitor call Dashboard, tracking and reporting to the Branch Manager anyone not achieving set targets.
• Handle escalated calls, maintaining professionalism and composure during challenging interactions.
• Facilitate effective communication between team members and management, ensuring that relevant information is shared in a timely manner as needed.
• Help to foster a positive and motivating work environment, promoting teamwork, open communication, and a customer centric approach within the call center team.
• Achieve individual loan funding and collections productivity goals as required.

Qualifications:

• Call Center experience (At least one year preferred).
• At least one year in supervisory or managerial role (preferred).
• Sales experience is encouraged but not required.
• Works effectively as part of the team.
• Strong communication skills.
• Must be available to work flexible shifts, including evenings, weekends, and holidays.

Skills required:

• Good decision-making and problem-solving skills.
• Time management.
• Effective communication.
• Organization.
• Delegation.
• Team building and motivation.
• Leadership.
• Vision.

Character required:

• Trustworthy
• Respectable
• Honest

Perks and Benefits:

• Comprehensive benefits package, including vision, health and dental eligibility after sixty days of employment.
• 401K with up to 5% company match eligibility after six months of employment
• Competitive monthly bonus. 
• Fun, positive and collaborative work environment
• Supportive management team and colleagues