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Manager Customer Care (Call Center) in Coppell, TX at Brink's

Date Posted: 11/15/2018

Job Snapshot

Job Description



Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value added services to financial institutions, retailers and other commercial and government entities. The company has a proud history of providing growth and advancement opportunities for its employees. We have a challenging opportunity for a Manager - Customer Care Operations.

Job Summary:
The Manager – Operations Support Center is responsible for planning and implementing strategies and operations, improving systems and processes and leading the customer service and claims groups. The incumbent will serve as the champion for the Brink’s customer and ensure the execution of strategies consistent with the organization’s mission, vision, values and strategic plan. This position is focused on all operational support activities for Brink’s Operations Support Center.

Job Requirements



Position Qualifications:
Key Responsibilities:
• Develop and direct all aspects of Call Center and Claims department policies, objectives, and initiatives
• Accomplish organization goals by accepting ownership for accomplishing new and different requests
• Collaborate on and implement the design of systems to gain customer feedback for Brink’s, identifying issues leading to customer dissatisfaction, and researching underlying root causes
• Develop broad influence through a robust set of internal/external relationships across the organization; promote win-win outcomes within, among and across teams, using the diverse perspectives of others to achieve results and improve the customer’s experience
• Develop recommendations for solutions, seeking support for implementing solutions and leading efforts to resolve issues
• Prepare performance reports by collecting, analyzing and summarizing data and trends
• Meet financial objectives by estimating requirements and managing an annual budget
• Develop a plan to keep customers informed of change to support policies which could impact the client's business
• Meet Service Level Agreements (SLA)
• Achieve quality and continuously improve services
• Participate in product quality review and complaint investigation processes as

Minimum Qualifications:
• Minimum of 7 year(s) experience in call center operations, managing larger teams with cross functional disciplines such as back office and claim processing
• Minimum of 5 year(s) of direct management experience; including coaching, mentoring and team development
• Must have operations Management experience in a financial, banking, or package logistics setting

Preferred Qualifications:
• End to end operations life cycle experience
• Experience managing multiple sites
• Ability to manage and prioritize multiple competing projects
• Skilled in managing to metrics
• Capable of creative solution-generation
• CRM experience
• Vendor management experience

Professional Skills:
• Advanced influencing skills with the ability to view issues through a company and customer lens
• Exceptional written and verbal communication abilities
• Excellent interpersonal and presentation skills
• Advanced change management skills
• Advanced analytical, financial modeling and critical reasoning skills

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink’s U.S. We provide a competitive salary, medical, dental, vision and life insurance plans. In addition, we offer a 401(k) plan with company match. If you are interested and meet the requirements for this position, please apply.

Brink’s, Incorporated is an Equal Opportunity / Affirmative Action Employer, and is committed to maintaining a drug-free workplace.

#LI-AF1

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.