**Summary**

Operations Hub Supervisor serves as a coach and a resource to our customers, obtaining lease renewal payments and lease agreement renewals by understanding and explaining lease agreement terms and benefits and ensuring customers are fully satisfied with the product. An Operations Hub Supervisor builds relationships with customers over the phone to help bring them one step closer to ownership. Operations Hub Supervisor oversees Hub staff as to certain duties and responsibilities.

**Duties and Responsibilities**

Act in a supervisory capacity to oversee the Hub staff to achieve daily, weekly, and monthly goals. Stands in proxy for and is second up to the Manager, BrandsMart Leasing.

Assists Manager, BrandsMart Leasing with operational functions which include account recommendations, payment frequency and payment history to monitor accuracy

Utilizesprovided tools to find and renew customers. Makes direct contact over the phone

with customers who have not renewed their lease agreement(s)

Educates customers on the benefits of timely lease agreement payments and leverages the proprietary suite of lease renewal options to help get customers to ownership.

Upkeeps customer accounts and maintains updated customer information in the computer system

Documents customer lease renewal payment appointments

Works in partnership with retail partner when customers have an interest in buying or leasing additional merchandise

Maintain the highest level of compliance with applicable policies, procedures, regulations, and laws

Cleans and certifies merchandise at the cleaning station for merchandise personally returned

Opens and closes the call center daily

May be required to carry out field visit activities visiting past due customers in-home

**Education and Experience**

1 year customer service, call center, or collection experience required

High School diploma or equivalent required

2 years of call center experience preferred

2 years of collection experience preferred

1-year supervisory experience preferred

**Required Skills and Competencies**

Ability to connect and relate well to people, demonstrate empathy, listen attentively, explain things simply and easily, and successfully navigate difficult conversations

Strong multi-tasking, organizational, negotiation and persuasion skills

Proficient computer skills

Ability to work schedule of hours varying from 8 am to 9 pm, Monday through Saturday

Excellent interpersonal and communication skills

High energy with the ability to effectively perform all functions of the call center

Proper telephone etiquette

Uphold the Company Brand and protect company assets

Maintain a professional appearance

Satisfactory MVR, D.O.T physical/certification in states that require it, drug screen, criminal background investigation with job performance reference check and required testing, a valid Drivers License and compliance with the Companys Diver Qualification Policy

**Physical Requirements**

Position routinely requires lifting, loading, and moving 50-300 pounds of merchandise with the use of a dolly.