Manager – Service Center

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. As an almost 20+ year old FinTech company that has gone from start-up to industry leader, we know how to innovate, simplify, and value all people. We are a company founded on our grit and we are constantly looking to the future. As an ever-evolving group of entrepreneurs and technologists, we strive to do the right thing period in all aspects of our work. We are a subsidiary of PROG Holdings (NYSE: PRG), an exciting FinTech holding company, with three business segments including Progressive, Vive Financial, and Four, a Buy Now Pay Later (BNPL) platform.

We are currently hiring a Manager, Service Center to help grow our company and ensure our mission is achieved!

This role is a work from home position and can be performed remotely within a 60-mile radius of Draper, UT.

Employee Value Proposition (EVP): PROG is dedicated to providing people with opportunity; opportunity for inclusive collaboration, opportunity for innovation, and opportunity for development.

WE ARE: A team of operations experts that are crucial to the operational excellence and world-class experience that we provide to our customers. Progressive Leasing is known for the high-quality service that we provide, and we love to continuously pursue excellence and compassion in all that we do! We are dedicated to creating a culture of belonging, inclusion, diversity, and equity in our teams and celebrate each individual's contributions and uniqueness. Our Servicing team has one goal: to create a positive, engaging, and memorable experience for our employees and customers.

YOU ARE: A Customer Service rockstar who loves leading others to provide a world class customer experience. You will be managing a team of professionals that are responsible for supporting our customers through their lease-to-own experience.

YOUR DAY-TO-DAY:

• Manage and develop multiple teams and functions across the servicing division

• Lead a team of contact center professionals by coaching and developing leadership staff for all aspects of the employee lifecycle (onboarding, retention, performance management, adherence to all policies, etc.)

• Drive employee engagement and business results while maintaining a high level of service and client satisfaction 

• Identify and implement opportunities to improve operational efficiency, effectiveness, scalability and the customer experience across all servicing teams and back office

• Coordinate with business partners and teams to maximize customer loyalty and drive new opportunities within Progressive Leasing’s existing account base

• Maintain an in-depth knowledge of client operations, systems, products, and needs by participating in client and internal strategy sessions for new retailer launches and existing retail partners

• Assist with the implementation of effective business practices and ensure operational excellence at all levels to further enhance client satisfaction and advocacy

• Support key initiatives and partnerships designed to advance Progressive Leasing’s business goals and to bring greater exposure to the Progressive Leasing brand

YOU’LL BRING:

• 3 to 5 years' managerial experience in a call center environment

• Experience managing exempt and non-exempt employees

• Proven track record of successfully leading and scaling operational teams in a fast-paced environment

• Exceptional leadership, communication, and relationship management skills

• Strong analytical and data-driven decision-making skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, etc.

• Strong working knowledge of Microsoft Office Suite (specifically Word, Excel, and Outlook)

WE OFFER:

• Competitive Compensation + Bonus Potential

• Full Health Benefits; Medical/Dental/Vision/Life Insurance + Paid Parental Leave

• Company Matched 401k

• Paid Time Off + Paid Holidays + Paid Volunteer Time

• Diversity Alliance Resource Groups

• Employee Stock Purchase Program

• Tuition Reimbursement

• Charitable Gift Matching

• Job Required Equipment & Services Will Be Provided

Progressive Leasing welcomes and encourages diversity in the workplace. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business.