Business Support Services Manager

Come join our amazing team and work remote from home!

The Business Support Services Manager is responsible for leading a team that is responsible for planning, forecasting, managing, monitoring, reporting, and resource management within Carrington’s call center and dialer operations. Focus on the use of information and analytics to improve business processes.  Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.  The target pay range for this position is: $115,000.00/yr - $135,000.00/yr plus annual bonus.

What you’ll do:

• Develop the standard reporting practices for Customer Contact and the Dialer Operations.
• Responsible for leading Carrington’s Dialer Support and Operations teams and successful monitoring of the workforce management system for designated business units within the organization.
• Carry out management responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include training employees; planning, assigning, and directing work; monitoring performance, rewarding, and disciplining employees; and addressing complaints and resolving problems. 
• Responsible for identifying and scheduling daily, monthly, quarterly, and annual reporting requirements.
• Identify areas where reporting can streamline processes and procedures and work with management to implement.
• Function as a Business Systems Analyst in obtaining business reporting needs and then design, build, and implement new reporting.
• Recommend new or modified reporting methods and procedures to improve report content and accuracy of information.
• Ensure that new system changes are implemented correctly and do NOT affect the contact center metrics or alter accordingly.
• Manage programs and queries to retrieve, analyze, and forecast data for project, and programing requirements.
• Ensures customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.  
• Motivates and supports team in the production of weekly schedules and daily operational tasks. 
• May assist in the design and implementation of systems and programming used for reporting.
• Conduct routine meetings with subordinates to ensure open communication of expectations and desired results.
• Manage the analysis and reporting on service and operational performance improvement efforts.
• Conduct Performance Reviews on staff members as required by the company.
• Advanced knowledge of SQL, Power BI, Sybase, Crystal Reporting, and MS Applications including SQL Server Reporting Services, Excel, Access, and Power Point
• Strong verbal and written communication skills
• Knowledge of relevant and industry-specific computer software packages is preferred.
• Working knowledge of call center technologies and processes including delinquency dialer routines, call routing and contact center fundamentals preferred.
• Ability to understand complex problems and to collaborate and explore alternative solutions.
• Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit.
• Ability to organize, forecast and prioritize work schedules of others on long-term basis.
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
• Ability to work independently under limited supervision.

What you’ll need: 

• Bachelor’s Degree in computer science, software design, management information systems, engineering or a related field or equivalent experience.
• Eight (8) or more years’ IT experience with a strong focus on BI Reporting solutions.
• Two (2) plus years related technical or contact center experience, with automated dialer management tools/applications in a large high call volume call center.
• Two (2) plus years’ experience in the banking, mortgage servicing and/or collections industry 

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated