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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.
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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.
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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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Oversee call center vendor relationships, including onshore, nearshore, and offshore services, to ensure delivery of expected results within budget constraints. Nelnet Managing Director- Contact Center (In Office) Boise , Idaho Apply Now 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.
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Nelnet Managing Director- Contact Center (In Office) Cheyenne , Wyoming Apply Now 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.
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Managing Director- Contact Center (In Office) Set strategic direction and goals for customer support, collections, and contact center operations in alignment with Nelnet's strategic objectives.
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Serves as the first point-of-contact for patients in a fast-paced call center. Responsibilities may include inbound and outbound call management in relation to patient registration and scheduling; payment processing and charge reconciliation; message and work queue management; facilitating pathway for patients needing RN triage; prior authorizations, medication refill management; referral management and other duties as assigned.
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Manage contact center expenses to achieve or exceed net income goals while maintaining operational excellence. Oversee the effective training of all new contact center associates, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional service.
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In-depth knowledge of compliance standards, risk management practices, and industry regulations related to customer service, diligence and first party post default recovery , and vendor management.
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This role requires a blend of leadership, strategic vision, financial acumen, and cross-functional collaboration to achieve organizational goals while ensuring adherence to compliance and risk management standards.
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Bachelor's degree in Business Administration, Management, or equivalent experience needed. Proficiency in data analysis, financial management, and project management tools/software.
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We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). 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.
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Experience managing vendor relationships and outsourcing partnerships, including offshore and nearshore services. Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.
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Set expectations, monitor performance, and foster long-term partnerships with vendors to drive operational excellence and cost efficiency. Create and foster a culture that aligns with Nelnet's core values, promoting teamwork, accountability, and a customer-centric mindset.
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Strong leadership and strategic planning skills, with the ability to set direction, drive change, and inspire teams to deliver results. Foster a culture of continuous learning and improvement, promoting the adoption of best practices and innovative solutions.
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call center management jobs Title: contact center
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