Team Manager, Titles Call Center

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

The Team Manager, Titles Call Center, is responsible for leading a team of customer service representatives who handle inbound calls related to vehicle titles and post-funding inquiries. This role ensures the delivery of high-quality customer service, drives team performance, and supports operational excellence through coaching, process improvement, and cross-functional collaboration. The Team Manager serves as a key liaison between frontline staff and leadership, ensuring alignment with company goals, compliance standards, and customer satisfaction metrics

Essential Duties and Responsibilities:

• Supervise daily operations of the Titles Call Center team, including scheduling, workload distribution, and performance monitoring.
• Conduct Quality Controls Audits and provide coaching, feedback, and development opportunities to team members to enhance service quality and professional growth.
• Monitor call metrics and KPIs such as availability, talk-time, resolution rates, and customer satisfaction scores; implement corrective actions as needed.

• Handle escalated customer, dealer, and third-party inquiries with professionalism and urgency, ensuring timely resolution.
• Collaborate with internal departments (Titles, Post Funding, Compliance, etc.) to resolve complex issues and streamline processes.
• Conduct regular team meetings to communicate updates, reinforce policies, and promote engagement.
• Support onboarding and training of new hires, ensuring alignment with departmental standards and expectations.
• Contribute to process improvement initiatives by identifying operational gaps and recommending solutions.
• Ensure team adherence to company policies, regulatory guidelines, and confidentiality standards when handling sensitive consumer information.
• Prepare and present performance reports to senior leadership, highlighting trends, challenges, and achievements.
• Participate in strategic planning and departmental projects as assigned.
• Other duties may be assigned; responsibilities and activities may change.

Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• Minimum 5–7 years of experience in a call center or customer service environment, with at least 2 years in a supervisory or team lead role.
• Strong understanding of titles and post-funding processes within auto finance.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Excellent verbal and written communication skills, with the ability to lead and motivate teams.
• Proven ability to manage escalations and deliver customer-focused solutions.

Education:

High School Diploma / GED

Additional Requirements:

• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Houston, TX

Qualifications Preferred:

• Previous experience managing a high-volume call center team in auto finance or titles-related operations.
• Bilingual in Spanish with the ability to read, write, and translate effectively.
• Familiarity with lien release procedures and state-specific title regulations.
• Experience with call center software, workforce management tools, and quality assurance platforms.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.