Associate Operations Manager, Contact Center Vendor Management

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking an Associate Operations Manager to join our Operations team.

The Associate Operations Manager is responsible for overseeing operational processes to optimize our contact center performance.

***CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)***

Essential Functions

• Reports directly to the Vice President of Contact Center Performance Management.
• Supports the Vice President of Contact Center Performance Management in overseeing and providing direction for operational processes as they relate to Contact Center vendor Management.
• Assist in managing and driving to department / corporate goals, objectives, and measurements.
• Work closely with the Vice President of Contact Center Performance Management to optimize consistent and efficient execution of processes, delivering the best possible results at the lowest possible expense.
• Hourly, daily, weekly, and monthly monitoring and analysis of the data to ensure consistent process execution and immediate action on process breaks.
• Present and implement solutions to address opportunities and build on successes.
• Actively participate in vendor management relationships, providing direction and goals and holding vendors accountable for performance gaps.
• Communicate with Senior-level team members about vendor performance and relationships.
• Assess, monitor, develop and document processes with a focus on improving efficiency.
• Manage and ensure operational activities are performed within established policies and procedures.

The ideal candidate will have the following:

• Bachelor’s Degree or 4 + years military service.
• Customer-focused with a passion for delivering a world-class customer experience.
• A commitment to data analytics, a high level of curiosity towards finding opportunities, and a passion for driving positive movement in the results with urgency.
• Strong leadership and communication skills.
• Minimum 2 + years leadership experience in a business setting
• Minimum 2 + years of financial services experience.
• Team player who is self-motivated and proactive.
• Willingness to take ownership to drive operational efficiency.
• Self-starter who can manage time-sensitive deliverables.
• Critical thinking and the ability to "connect the dots."
• Ability to travel up to 20%.
• Proficient in MS Office applications: Excel, PowerPoint, Outlook, Word, Visio and SharePoint required.

Why Continental Finance?

Continental Finance Company (the “CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since our founding in 2005, we have prided ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer marketing and servicing platform, we provide a variety of services to consumers when other financial institutions will not accommodate them. With more than 2.6 million credit cards managed and serviced since our founding, we pride ourselves on putting the customer first. We are not a chartered banking financial institution, nor are we a debt originator or a credit card issuer.

CFC is an equal opportunity employer that is committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!