At Ford Credit, we believe that every customer deserves an exceptional automotive financing experience. Our employees are empowered customer advocates and auto-financing experts here to assist our customers through their auto-financing journeys. We aspire to make servicing a reason that customers choose to stay with Ford.

Required Skills:

Operational Management: Ability to analyze performance data and implement process improvements to achieve key metrics. Proficiency with relevant performance monitoring tools is essential. Team Leadership and Development: Demonstrated ability to coach, mentor, and provide performance feedback effectively. Experience in talent development and career progression planning is highly valued. Quality Assurance: Proven ability to maintain high standards of quality and compliance. Compliance: Meticulous attention to detail and a commitment to maintaining compliance standards are essential. Communications and Collaboration: Proven ability to build strong working relationships across different departments and levels.  Data Analysis: Ability to interpret data, identify trends, and make informed decisions based on evidence.

Education:

Bachelor’s in business administration, Marketing and/or Sales. 

Key Responsibilities:
•    Direct actions and manage processes to achieve budgeted metrics with highest focus on operational metrics (ACD-In + Available, Average Handle Time, Calls Per Hour), Quality Assurance (QA), Net Promoter Score (NPS), and Ford Voice.
•    Ensure all assigned daily tasks and workload are completed accurately, timely, and per procedure.
•    Develop Team Leader competency and effectiveness in coaching, performance feedback, supervisor policy, business acumen, leadership skills and time management.
•    Ensure procedural compliance throughout department operations to achieve "Compliant" ratings on all Global Audit and Control (GAC) reviews.
•    Lead/support the Customer Service Center of Excellence (COE) to drive process improvements and best practices to further optimize center performance.
•    Hold regular meetings (department, team, 1:1) to share information, train, motivate and improve team dynamics.
•    Build linkage between Ford Business Solutions (FBS) and Ford Credit Customer Service Operations; share key metrics and provide mutual feedback to improve overall operating results.
•    Provide leadership in community service activities.
•    Develop appropriate training plans and ensure training is available and delivered to assigned employees.
•    Hold regular career development sessions with assigned employees and work to develop areas of need.
•    Coach and counsel employees.
•    Ensure all PII and Company Confidential information is handled and secured properly.