Manager, Finance Customer Care Center
Essilor of America, Inc. (Essilor), is the leading manufacturer and wholesaler of prescription lenses in the United States.
We currently have a Manager, Finance Customer Care Center career opportunity at our Dallas, TX location.
POSITION PURPOSE:
This position is responsible for leading and managing the Finance Customer Support team, that primarily supports Financial issues such as AP, AR and Tax; Success in this role requires a hands-on leader that must solve problems, be an effective coach and resolve customer complaints methodically.
Key responsibilities include coaching and developing team to resolve issues independently; managing staffing to ensure coverage and meet KPIs. Additionally this position will act as liaison between customers and other finance departments - that are targeted to resolve issues raised by customers.
PRIMARY
Responsibilities:
Ensure the team project a positive and professional image and represent the company in line with stated core values
Effectively lead a call center team of 5 representatives by communicating job expectations coaching and counseling; administering schedules and performance evaluations
Partner with cross-functional peers to systemically resolve recurring customer issues
Report and discuss weekly metrics of team performance and productivity measures to Supervisor/s
Enhance team capabilities by developing & sustaining cross-functional training program(s)
Gain working knowledge of and use computer based tools like Salesforce Service cloud and Cisco call center Mgt., to analyze patterns and identify solutions
SKILL & COMPETENCIES:
Ability to maintain a fair, consistent set of standards as they apply to the work force
Ability to maintain records and documentation pertaining to the work force
Ability to adjust priorities and manage time wisely in a fast-paced environment
Ability to communicate to Senior Management in a clear, concise, understandable manner, and listen attentively to others; understand material, and provide instructions to all employees
Be self-directive and work with minimal supervision or direction
Must be able to skillfully establish rapport and gain the trust of direct reports
Skilled in organizing material and information to optimize efficiency
EDUCATION AND SKILLS:
Minimum of 7
years Supervisory experience -External customer facing experience preferred
Bachelor's degree in Accounting or Finance or significant prior experience managing Accounts payable, Receivables, Customer Call Center or Finance teams.
Strong communication skills to develop a strong rapport with internal and external customers
Strong problem solving and analytical skills.
Good organizational skills, multi-tasking with attention to detail and follow through.
PC Office Automation Skills - MS Office, Word, Excel. Particularly Oracle or other ERP systems
Must have the ability to be creative & open-minded in a diverse and evolving environment.
Estimated Salary: $20 to $28 per hour based on qualifications.
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