Director, Resolution Call Center

POSITION SUMMARY As Director, Resolution Call Center at Optima Tax Relief, LLC ("Optima") Santa Ana, California office, this role reports directly to Optima's Vice President, Resolution. This role is responsible for leading the Case Management team through leading by example, providing guidance to the team to achieve high-level performance and inspire personal development and growth with Optima employees. This role provides the leadership, management and vision necessary to ensure that one of our most critical departments, Case Management, has the proper operational controls, administrative procedures, reporting protocols, and people in place to effectively grow and to ensure operating efficiency and production. Leaders must also champion Optima's culture and Core Values and help lead the department to deliver the best customer experience. ESSENTIAL DUTIES & RESPONSIBILITIES

• Use strong analytical skills to monitor and analyze operational and financial KPI's to make effective recommendations and provide relevant feedback to the Senior Management team.

• Define objectives, identify and evaluate trends and draft options, choose a course of action, and evaluate outcomes.

• Accomplish department objectives by managing staff, planning, and evaluating department activities.

• Perform monthly/quarterly/annual reviews for direct reports. Coach, counsel, and discipline employees. Provide a supportive environment in which each employee is provided the opportunity for growth and career advancement.

• Develop, coordinate, and enforce systems, policies, procedures, and productivity standards.

• Establish strategic goals by gathering pertinent business, financial, service, and operations information and make recommendations to senior leadership on any changes which might impact the team, goals, and/or objectives.

• Recognize and address potential changes in staffing based on business needs.

• Make recommendations on and implement initiatives and process improvements in collaboration with or as delegated by the Vice President, Resolution.

• Exercise wide latitude in determining objectives and approaches to critical assignments.

• Thorough knowledge of department processes and protocols.

• Research, implement and manage best practices to ensure high levels of customer services.

• Work closely with other departments to collaborate on any initiatives or process improvements.

• Exercise judgment and diplomacy to maintain important personal contacts inside and outside the Company to ensure quality service to Optima clients and protection of Optima's brand and services.

• Embody a client-focused mindset and know how to translate that mindset into client-focused processes and procedures and an ever-developing sense of service culture.

• Actively participate in Optima culture events and activities. Promote the Optima culture and foster a cooperative and harmonious working climate conducive to maximize employee morale and productivity.

• Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).

• Perform other tasks as assigned.