Managing Director- Contact Center (In Office)
Nelnet
- Lincoln, NE
- $140,000-175,000 per year
- Permanent
- Full-time
- Manage contact center expenses to achieve or exceed net income goals while maintaining operational excellence.
- Develop and implement cost-saving strategies without compromising service quality or customer experience.
- Establish accountability for meeting or surpassing SLAs related to customer service metrics, response times, and resolution rates.
- Oversee performance monitoring results and action plans to ensure SLAs are consistently met or exceeded.
- Engage with client services teams to deliver on client expectations and address any concerns or issues proactively.
- Set strategic direction and goals for customer support, collections, and contact center operations in alignment with Nelnet's strategic objectives.
- Develop and implement initiatives to enhance efficiency, reduce costs, and improve customer experience across all touchpoints.
- Collaborate with stakeholders across the organization to identify opportunities for cost reduction, process optimization, and enhancement of customer experience.
- Lead or participate in cross-functional projects aimed at achieving organizational goals and improving operational efficiency.
- Oversee call center vendor relationships, including onshore, nearshore, and offshore services, to ensure delivery of expected results within budget constraints.
- Set expectations, monitor performance, and foster long-term partnerships with vendors to drive operational excellence and cost efficiency.
- Develop and execute payment collection strategies to meet or exceed client expectations while minimizing risk and portfolio losses.
- Ensure all activities and practices adhere to compliance policies, and contract and regulatory requirements, minimizing risk exposure for the organization.
- Support audit-related activities and client visits , providing necessary information and documentation as needed.
- Stay informed of industry best practices and trends, evaluating and implementing strategies that benefit the business and enhance operational efficiency.
- Foster a culture of continuous learning and improvement, promoting the adoption of best practices and innovative solutions.
- Oversee the effective training of all new contact center associates, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional service.
- Create and foster a culture that aligns with Nelnet's core values, promoting teamwork, accountability, and a customer-centric mindset.
- Bachelor's degree in Business Administration, Management, or equivalent experience needed.
- 10 years of experience in customer service management, contact center operations, dialing and diligence management or related roles, with a proven track record of achieving financial targets and SLAs.
- Strong leadership and strategic planning skills, with the ability to set direction, drive change, and inspire teams to deliver results.
- Excellent communication, negotiation, and relationship-building skills, with the ability to collaborate effectively across departments and with external partners.
- In-depth knowledge of compliance standards, risk management practices, and industry regulations related to customer service, diligence and first party post default recovery , and vendor management.
- Experience managing vendor relationships and outsourcing partnerships, including offshore and nearshore services.
- Proficiency in data analysis, financial management, and project management tools/software.