• Call Center Operations Manager

    Job Locations US-TX-Las Colinas
    FLSA Status
    Exempt
    Type
    Regular Full-Time
  • Mission

    Manager, Call Center Operations

     

    Who We Are

    Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms. The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. For more information, please visit solera.com.

     

    The Solera Way

    Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability).  We define our mindset using Our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits.  The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.

     

    Are You Uncommon?

    We’re on the hunt for an experienced Manager, Call Center Operations who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed.  You will serve as the Manager, Call Center Operations.

     

    Position 80s

    What You’ll Be Doing

    At Solera, we believe in providing clarity and focus to what are volunteers are responsible for – their mission.  The 80’s, as we call them at Solera, are the employee’s priorities associated with their role or mission.  The mission 80’s for this role, are:

    • Achieve Call Center Metrics including, but not limited to, Service Level, Quality Assurance, Handle Time, Attrition, and Productivity
    • Ensuring Client Satisfaction thru frequent client engagement (verbal, written, presentations all face-face and electronic)
    • Manage employee life cycle

     

    Additional responsibilities of the role include:

    • Review Key Performance Metrics
    • Delivering feedback based on Metrics results
    • Communicate and enforce policies and procedures
    • Coach supervisor, agents, and support groups (1x1, group sessions) based on Key Performance results
    • Responsible for the discipline of employees up to and including termination of employment
    • Promptly responds to customer/client questions and concerns, escalates as necessary
    • Develop Training Materials
    • Must be flexible to work extended hours, including weekend, holidays, evenings, etc., as necessary

    Qualifications

    Are You Qualified?

    • Understanding your 80 is your team’s success!
      • Experience in Agent/Front Line Employee Management
      • Experience in Managing in a Call Center environment including having a solid understanding in Call Center Metrics
      • Experience in customer service
      • Organization skills
      • Strong problem-solving skills
      • Excellent communication (verbal and written) skills
      • Ability to take initiative, identifying potential problems and solutions
      • Excellent interpersonal skills, judgment and decision-making skills
      • Maintains a visible presence that encourages and supports employee communications

     

     

    Our Space

    We believe that offices should be destinations where people want to be… places where people want to work, play and, collaborate. That is why we spend a lot of time on enhancing our workspaces. Solera’s work environments are intersections of the old and the new… of the past, present, and future. They are spaces designed to stimulate creative thinking, innovation, and cross-functional collaboration.

     

    We also embrace wellness. Whether it is our onsite or offsite workout centers, nutritional meals and beverages, or endless snacks for focus and energy.  This wellness plan is our commitment to healthy living, which spans across our office environments.

     

    Check out what Inc.com had to say about Solera’s offices: http://www.inc.com/kevin-j-ryan/ss/solera-office-is-very-texas.html

               

     

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