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Contact Center Rep Lead in Dallas, TX at TMX Finance

Date Posted: 1/3/2019

Job Snapshot

  • Location:
    Dallas, TX
  • Experience:
    Not Specified
  • Date Posted:

Job Description


The TMX Finance® Family of Companies is looking for a Contact Center Lead to join the team and become part of a dynamic corporate culture dedicated to supporting our stores and team members. Contact Center Leads serve as Subject Matter Experts on the team and are heavily involved in assisting new hires and teammates with training and coaching. The Lead participates in the interviewing, selection, and hiring of Contact Center Representatives and is responsible for the monthly performance evaluations of individual team members influencing promotions and terminations. As Contact Center Lead, you’ll come to the table with the dedication and work ethic we expect of every team member, and we’ll provide you with the training, tools, and resources you’ll need to succeed.



Essential Duties & Responsibilities



Oversee the Contact Center floor and directly manage 7+ full time team members.


Build the bi-weekly team schedule to ensure coverage across all operating hours.


Conduct Monthly/Quarterly Evaluations and lead one on one development/coaching for Contact Center Representatives.


Lead monthly calibration sessions with team members to ensure quality assurance and consistency across all Contact Center Representatives.


Document calls made and received, number of contacts attempted, successful conversions, and various other metrics for reporting purposes for all direct reports.


Disperse Online Leads to staff and handle reporting responsibilities.


Partner with field District Directors of Operations to follow up on unresolved customer service cases.


Develop relationships and interact with customers on the phone and on LiveChat.


Provide unrivaled customer service assistance to both current and potential customers and act as the first point of contact for the customer service hotline.


Build new sources of business by following up on various online leads.


Drive online leads and other interested consumers to our stores, through warm transfers, to close loan/pawn product sales.


12310, CORP, Contact Center-12310, 12310, OPS54771

Job Requirements

Minimum Qualifications


  • High School Diploma
  • 3-5 years’ experience in a call center environment
  • Sales-oriented mentality and a passion for customer service
  • Excellent written and verbal communication skills
  • Ability to coach and develop team members
  • Ability to manage multiple competing tasks with ease and enthusiasm in a fast-paced and reward, results-driven environment
  • Proficiency in Microsoft Office Suite, to include Word, Excel, and Outlook
  • Ability to navigate multiple computer screens and actions simultaneously
  • Respect for the Work Schedule (attendance is critical in this department)
  • Ability to communicate, accomplishments as well as areas that need improvement, to staff members in a professional tone


Bonus Qualifications


  • Associate’s Degree or higher
  • Bilingual English/Spanish
  • Call Center Management experience



Learn More About Us


The Contact Center Lead oversees the Contact Center, a division of our Store Support team, which works steadily behind the scenes to help our stores create an exceptional customer experience and to operate at the highest level. To learn more about our business and the Contact Center Team, visit us at



Standing, walking, sitting, repetitive movements and use of mechanical controls, such as keyboard, are frequently required. The ability to maintain a full-time work schedule with regular, in-person attendance is required for this position. A full-time work schedule for this position includes, at a minimum, 40-hours per week, and additional hours may be required to meet performance and management goals and responsibilities.


Due to the volume of resumes we receive, please be advised that only those candidates that we are interested in pursuing for an interview will be contacted.


All TMX Finance® Family of Companies Are Equal Opportunity Employers.