Job Description

About Us

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

The Senior Manager is responsible for macro-managing multiple Team Managers, identifying trends via data analysis, and executing KPI-based initiatives to improve performance. This role requires strong decision-making skills, leadership, communication, problem solving, credibility, the ability to upskill and provide feedback to direct reports.

Responsibilities

• Manage and oversee multiple Team Managers, providing guidance, strategies and support to ensure their success.
• Identify and analyze trends within the teams, developing and executing initiatives to enhance performance based on key KPIs.
• Work closely with the Negotiation Directors for personal development and to ensure alignment with broader organizational goals.
• Provide consistent feedback and upskilling opportunities to Team Managers ensuring they are well-prepared to lead their respective teams.
• Ensure high levels of competency and credibility within the team, acting as a strong decision-maker and role model.
• Coordinate with HR on any personnel issues or performance issues in the department
• Navigate the department through organizational changes, ensuring staff alignment and clear communication during transitions
• Communicate change management through the department, relying on transparency and consistency of all changes
• Collaborate with the Director to meet and exceed Conference-level KPI goals,

Qualifications

• 5+ Years of senior leadership experience leading a call center environment department
• Professional writing and verbal communication skills.
• Must be timely, responsible, coachable, and reliable.
• Strong organizational and multi-tasking skills.
• Attention to detail and accuracy.
• Solid analytical and problem-solving abilities.

Benefits

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

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