Are you interested in working with an energetic group of people?

Looking for a fun and challenging environment where you are empowered to make decisions?

Would you like the opportunity to progress within a growing, industry-leading company?

If so, you've come to the right place.

Let Us Inspire You!

Who are we?

DFC has been helping people with their financial needs for over 30 years. Whether you need a payday loan, your check cashed, or simply need to wire some money, DFC is here to serve you.

For anyone interested in working within the financial services sector, DFC Global Corp. offers an excellent career path. We empower you to make decisions, foster career growth, and reward hard work.

What do we need?

You to have an amazing personality and communication style. That you are super-organized and are a problem solver. That you take pride in everything that you do, and it shows. And most importantly that you have
unquestionable integrity.

Why work for us?

We invest in our employees, and offer extensive training, and development programs to set you up for future success.

If we sound like a fit, and you’re ready to start an exciting career with an organization that fosters employee growth, apply today!

GENERAL FUNCTION

Exciting opportunity to help build a world-class contact center to support loan processing and customer service. The Contact Center Team Lead is responsible for day-to-day functional operations and will directly manage a team of Contact Center Associates responsible for inbound and outbound calls, as well as back-end processing and fraud reviews. This individual will be responsible for managing to individual and departmental performance metrics and sales targets, as well as continuous process improvement and personnel development.  

Responsibilities:

• Help to build state–of-the-art Contact Center to support loan processing and customer service to DFC’s digital customer base.
• Assist in implementing new telephony and technology solutions to streamline business processes and drive efficiencies.
• Assist in enhancing online customer self-service capabilities.
• Supervise and effectively engage team of 12-15 Contact Center Associates, and Assistant Lead(s).
• Train new Associates, and keep team up-to-date on technology updates and advances.
• Ensure annual recertification training is completed on time for all associates
• Assist with customer escalations and resolve customer complaints through our Complaint Management System .
• Perform quality assurance activities and monitor performance of contact center to ensure contact center goals are met.
• Ensure compliance and fraud analysis processes are managed effectively.
• Support and or develop trend forecasts and data analysis related to volume and workload, and effectively manage within budgetary parameters.
• Provide input to marketing partners to support strategic planning.
• Collaborate with relevant stakeholders to develop short- and long-term strategic plans.
• Liaise and partner with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• Own workforce management functions (e.g. staffing, scheduling) in collaboration with other Contact Center leaders, as well as maintain an engaged and motivated workforce.
• Conduct coaching, developmental sessions, performance reviews, and administer disciplinary action as needed.
• Flexible to work various scheduled shifts as needed to support 24/7 operating hours.

EDUCATION

• High school diploma or equivalent.
• Post-secondary degree or diploma in business or related field preferred. 

EXPERIENCE

• 3 years’ experience in a call or contact center environment
• Minimum 3 years’ experience working in a management capacity
• The candidate must have an aptitude for providing positive customer service and good communication, and problem solving skills

Skills

• Strategic thinker with ability to examine and re-engineer customer service operations, form new streamline new processes, and develop and implement new strategies
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Strong communication skills and ability to manage up and down building strong relationships throughout.
• Leadership ability and team building skills to effectively supervise staff required.
• Thorough understanding of Contact Center operations, principles and metrics.
• Experience in all aspects of customer service and people management.
• Strong knowledge of sales principles, methods, practices, and techniques.
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
• Able to respond quickly in a dynamic and changing environment.
• Willingness to be accountable for 24/7 hours of operations shop, including flexibility with on-site coverage some evenings and/or weekends, depending on events.

Number of Direct Reports:    12-15

BENEFITS:

• Medical/Dental/Vision benefits available after 30 days of employment

• Company paid life insurance

• Paid Holidays

• PTO/401K/Tuition Reimbursement

• On site cafeteria and wellness center

• Convenient central location

All your information will be kept confidential according to EEO guidelines.