Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

What you'll do:

• Responsible for hiring, development and performance management of a team of supervisors in the New Accounts department
• Champion engagement activities for the department, leveraging contests, activities, and recognition (the big and little things matter)
• Build and maintain career pathing opportunities and objectives to improve employee morale and retention. We love our employees and want to make sure this is a place they can build a career
• Responsible for ensuring that supervisors and agents have the appropriate tools to meet/exceed service level agreements
• Lend a voice to our agents and supervisors, be their advocate and help drive meaningful change
• Proactively source feedback from all stakeholders on how to improve our product, platform, and our team
• Responsible for exceeding customer experience KPIs such as Schedule Adherence, First Call Resolution, Quality Assurance, and Production Contribution
• Partner with Operations leaders from Customer Service, Contact Center Technology, Portfolio Management, Oversight, and Business Analytics to align business initiatives and make sure we’re always on the same page. Communication can be hard, but it’s one of the most important parts of a successful operation

What you have:

• Minimum 4 years working in leadership in a high volume contact center environment
• 2-4 years leading supervisors and 40+ total FTE 
• Strong workforce management skills as it pertains to a large contact center team
• Extensive experience with contact center metric analysis
• Demonstrated people leadership and employee development
• Strong process improvement, reducing employee and customer pain points
• Strong communication skills with ability to effectively collaborate with various leadership levels and/or department

Bonus points:

• 4 year degree in financial services related field
• Technical experience in contact center tools such as phone system, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity planning
• Project management experience
• Telephony system management (Genesys)
• Omni-Channel management experience (Zendesk, Genesys)
• Workforce management (scheduling, forecasting, adherence, etc…)
• Experience with a wide range of contact center tools/vendors
• Direct experience driving customer satisfaction (CSAT) and Loyalty (NPS)

This is a fully in-office position at our Downtown Phoenix office with no remote availability.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.