IrvineRecruiter Since 2001
the smart solution for Irvine jobs

Negotiations Manager

Company: Alleviate Financial Solutions
Location: Irvine
Posted on: November 25, 2022

Job Description:

*General Summary: *

_Develops and manages the quality, performance and productivity of the Finance & Legal Negotiation Department._

*Essential Duties: *

* Manages all positions in department; monitor staff job performance including telephone skills to ensure smooth and effective delivery of service to our clients
* Develops, updates, enhances and maintains department standards, policies and procedures
* Develops, implements, and improves processes through identification of operational changes that will have an impact on customer satisfaction
* Assists staff with complex customer service issues
* Resolve escalated and unresolved calls and email
* Monitors call queue and log in to maintain service level performance at all times
* Monitors and evaluate the quality of inbound and outbound telephone calls
* Coaches, trains, and develops subordinate staff. Assign work, set completion dates, review work, and manage performance in accordance with organizational policies, procedures, and performance management processes
* Provides high quality, personable, friendly and professional customer service to respond to member needs and concerns
* Problem solve situations and find solutions to meet client's needs
* Establish schedules for Direct Reports
* Daily monitoring of attendance and punctuality of the department, which includes reporting excessive absenteeism and tardiness to the Human Resources Department.
* Daily monitoring of Overtime hours for the department, which includes establishing limitations on Overtime hours, and addressing unapproved Overtime hours as they occur.
* Daily monitoring of time records for the department, to ensure missing punches and time cards errors are resolved.
* Daily monitoring of meal break compliance to ensure that hourly members of the department are taking meal breaks in compliance with Company policy (i.e., Meal breaks must be a minimum of 30 minutes in length, and taken by the 5th hour of work).
* Management of Paid Time Off (PTO) for members of the department, which includes approving/denying requests for PTO and communicating Unpaid Time Off to the Human Resources Department.
* Monitoring of performance for all members of the department, which includes conducting progressive disciplinary action when appropriate, establishing performance improvement plans, documenting conversations regarding performance matters, and conducting 90-day and annual performance evaluations per Company policy.

Other Responsibilities:

* Refer unresolved customer grievances to designated person for further assistance
* Stay up to date with any changes made to client's accounts
* Continuously improve through feedback
* Attend training and department meetings
* Other duties as assigned

*Job Specifications: *_(Basis knowledge, skills, abilities and experience normally required for an office environment)_

Knowledge and Experience

* BA/BS or equivalent work experience in Business Analysis
* Minimum of two years of management/analyst experience with at least five years in a Call/Contact Center environment, or experience leading a customer-focused team within a fast-paced growing environment

Skills and Abilities

* Bilingual English/Spanish is a PLUS
* Strong understanding of call center and customer service metrics
* Phone system: CRM preferred
* Problem Solving Skills
* Time Management and Multitasking
* Ability to coach, train, and motivate employees and evaluate their performance
* Must work well in a dynamic, fast-paced work environment, and good at dealing with constant change
* Knowledgeable of MS Office: word, excel, outlook

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:
* 401(k)
* Dental insurance
* Employee assistance program
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
* Monday to Friday
* Overtime
Supplemental pay types:
* Bonus pay
* Commission pay

Ability to commute/relocate:
* Irvine, CA 92614: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
* Have you ever led in a mentorship role?

Work Location: Hybrid remote in Irvine, CA 92614%58047475%

Keywords: Alleviate Financial Solutions, Irvine , Negotiations Manager, Executive , Irvine, California

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Irvine RSS job feeds