At Clicklease, we’re on a unique mission – to empower the small business owners often overlooked by traditional lenders. If you’re considering joining our team, envision yourself at the heart of our vibrant headquarters in West Valley City, UT, or contributing to our impactful operations from Radial, Alajuela, Costa Rica. At Clicklease, we’ve cultivated a dynamic work environment that goes beyond routine services. At Clicklease, you’ll play a pivotal role in transforming equipment financing into a gateway for entrepreneurs to turn their dreams into reality. If you’re passionate about purpose-driven work, innovation, and making a tangible impact, Clicklease is where your career journey begins.

Join us in shaping a future where every business owner has the opportunity to thrive.

Come help us modernize our Customer Contact experience! Join us as a Director of Call Center Enablement where you’ll collaborate with department leads to build an efficient and productive multi-country contact center. With opportunities to innovate and make a lasting impact, this role is perfect for a creative, driven individual eager to elevate our service initiatives to new heights. Apply now and embark on a journey of transformation at Clicklease!

Compensation: $80,000 – $120,000 + annual bonus based on performance

Modality: On-Site

FLSA Exemption: Exempt

Schedule: Monday – Friday; 7:30 AM – 5 PM

What you’ll be doing:

• Forecasting and Scheduling to Increase Productivity:
• Analyze call volume patterns and forecast future call demand.
• Develop and manage staff schedules to meet forecasted call volumes
• Adjust schedules as needed to accommodate unexpected changes in call volume or staff availability
• Performance Monitoring and Optimization:
• Monitor and alert real-time call center performance metrics, including call wait times, service levels, connect & RPC rates, and agent productivity
• Identify and address performance issues promptly to ensure service level agreements are met.
• KPI Mining and Analysis to save OpEx and Improve Service
• Automate Scorecards and Dashboards
• Mine data and analyze call center performance KPIs to expose trends and opportunities
• Present findings and recommendations to senior management for improving efficiency and service quality
• Modernize Call Center by Leveraging Enablers
• Collaborate with Product, Tech and sister company SNAP to modernize Ops
• Manage WFM software and tools to ensure efficiency and effectiveness
• Partner with HR to automate payroll tracking with WFM data
• Support Compliance & QA Roadmap using Speech & Desktop Analytic tools
• Learn and leverage emerging technologies such as AI to create scalability for the business
• BCP and Continuous Improvement
• Backup dialer manager and support manual communications until automated
• Proactively identify process improvements and implement strategies to enhance contact center efficiency and effectiveness
• Stay up to date on industry best practices and integrate them into the process as the innovator and by partnering with Product and Tech
• Remote (hybrid) workforce transition, oversight and optimization

What you have:

• Experience growing a contact center to efficient scale
• 10+ years of experience managing contact center workforces
• In depth knowledge of forecasting and planning
• Analytical mind with the ability to see trends and find root cause issues
• Ability to convert large amounts of data into useful information
• Process improvement mindset with a constant focus to make it better
• Ability to flourish in a fast-paced environment
• Excellent verbal and written communication skills
• Ability to plan, multi-task and manage time effectively
• A positive attitude and a true willingness to “do whatever it takes”

What will make you stand out:

• Experience using the Nice inContact Suite of tools
• Experience helping in all aspects of Operational Management when needed
• Ability to assess additional call center management tools to increase efficiency
• Experience using Salesforce, Tableau, Snowflake, and other data management tools
• Financial services and/or leasing experience

Clicklease is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to ensuring that all employees and job applicants are treated with respect and dignity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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