Assistant Manager, Customer Service (Anaheim)
Cashcall - Anaheim, CA

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CashCall is looking for dynamic professionals that are self-motivated, trustworthy and can quickly adapt to change in a fast-paced environment. Qualified candidates will support and promote a positive work atmosphere. Team work is essential to our success and we are looking for individuals that demonstrate caring, compassion and an ability to get along with others.

  • Provide day-to-day supervision to assigned supervisors, teams and overall department.
  • Monitor daily, weekly and monthly reporting for accuracy while identifying trends.
  • Identify performance opportunities and work directly with supervisor on individual action plans.
  • Ensure continuous employee development and training.
  • Monitor staffing levels and scheduling for maximum phone coverage for inbound and outbound campaigns.
  • Give and receive feedback while conducting coaching and counseling sessions.
  • Effectively communicate expectations of supervisors and representatives.
  • Take over and defuse escalated customer calls.
  • Assist Department Manager with keeping the Training Department up to date with work enhancements.
  • Monitor all work assignments and ensure deadlines are met.
  • Conduct audits and ensure appropriate processes and policies are followed.
  • Continually work to improve team, department and organization's performance.
  • Conducts call monitors and calibration meetings with supervisors.
  • Receive, research and respond to incoming questions, provide information, explain policy and procedures and/or facilitate a resolution.
  • Complete monthly and annual reviews.
  • Perform all the tasks in the absence of a customer service manager.
  • Perform other duties as assigned.
  • Read, interpret and apply federal, state and local collection laws, rules, regulations and company policies and procedures.
  • Deal with internal and external customers in a manner which shows sensitivity, tact and professionalism.
  • Demonstrate strong leadership skills while leading by example.
  • Proficient with MS Word.
  • Demonstrate strong follow up abilities and attention to detail.
  • Communicate clearly, concisely and effectively both verbally and written.
  • Ability to adapt to change and work in a fast-paced environment.
  • Minimum 3 years supervisory/management experience; preferably in a call center environment.
  • Minimum 2 years dialer experience.
  • Bi-lingual is a plus.
  • Must be able to maintain a regular 8-hour shift five days per week either Monday-Friday or Thursday – Monday, one 10-hour shift during the week, and 2-3 weekend days per month, in addition to a mandatory 12-hour shift on the last business day of the month. Should the last business day of the month fall on a weekend, the mandatory 12-hour shift will be worked on the last Friday of the month. Other mandatory shifts will be scheduled for the remaining days of the month that fall on a weekend. These shifts may include an eight (8) hour shift on Saturday and a four (4) hour shift on Sunday. Failure to report to work for any of the mandatory shifts may result in disciplinary action up to and including termination.

About this company
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Founded in 2003 and headquartered in Orange, California, CashCall Inc. is among the nation's premier lenders. The company employs lending...