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Managing Director - Contact Center (in Office)
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- Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher education expert.
- The Managing Director of Contact Center is accountable for all teams interacting with borrower/consumer customers within NDS. This is inclusive of Federal loan borrowers, consumer loan borrowers, Business Process Outsourcing (BPO) call center work and first party post default recoveries teams.
- It is a pivotal role responsible for driving excellence in customer support, contact center operations, collections, call center vendor management, agent training and strategic initiatives.
- Oversee call center vendor relationships, including onshore, nearshore, and offshore services, to ensure delivery of expected results within budget constraints.
- 10 years of experience in customer service management, contact center operations, dialing and diligence management or related roles, with a proven track record of achieving financial targets and SLAs.
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