The GREAT STATE TEAM is seeking a Remote 3rd Party Operations Supervisor to join our fast-growing team! As a 3rd Party Operations Supervisor, you would lead, train, and supervise associates to ensure maximum performance, growth, efficiency, and profit for clients and State Collection Service, Inc. Work closely with the Senior Operations Supervisor, 3^rd Party communicating recordable trends and results. Track performance and recommend procedural and departmental changes for improvements.

**Veterans and Military Spouses Encouraged to Apply**

Primary Duties and Responsibilities:

• Monitors and manages performance, activity, and quality of assigned Account Resolution Representatives and Senior Account Resolution Specialists.
• Manages the scheduling, attendance, and workflow of their team to maximize results for company and clients.
• Performs live call monitoring, post-call monitoring, and reviews all call recordings as needed when a complaint or client call request is received.
• Utilizes speech analytics reports to identify, address, and correct areas of opportunity on Account Resolution Representative’s calls as needed. Communicates findings and next steps (when applicable) with the Senior Operations Supervisor.
• Coaches and trains Ops team and department personnel as required. Updates and maintains department specific training material.
• Helps to make suggestions and implement ideas that improve team and department performance.
• Handles personnel and disciplinary issues for assigned staff as required.
• Creates and conducts formal Performance Reviews for assigned staff.
• Leads/Participates in meetings regarding department issues.
• Handles escalated calls and resolves accordingly.
• Ensures staff handles accounts and any correspondence with accuracy, timeliness and according to protocol.
• Maintains internal and external compliant and personnel incident logs.
• Acts as company representative, liaising and responding to Client issues as needed.

Additional Duties and Responsibilities:

• Completes special projects or other work duties as assigned.
• Participates in the resolution of client issues and nonconformities as needed.
• Adheres to all FDCPA, FCRA, HIPAA and applicable laws.
• Attend ACA’s Code of Ethics training annually.
• Adheres to all SCSI policies as stated in the Handbook.
• Will assist others within the department in their duties when necessary.
• Represents State with the professional and ethical work standards consistent with the mission Values of the company.
• Ensures all staff activities are within company quality and compliance standards, as well as client-specific protocols.

Qualifications, Skills and Experience

• 2 years experience acting as Team Lead or Supervisor in a Call Center or Customer Service function where contact with the public was a part of daily duties.
• Knowledge/experience of collections, medical terminology, patient billing, healthcare insurance and/or healthcare administration.
• Previous experience overseeing others, including duties such as: performance management, handling disciplinary/personnel issues, staffing/interviewing, scheduling, and coaching/training.
• Personal Computing skills, including MS-Word, MS-Excel, MS-Powerpoint, MS-Outlook, Internet, and keyboarding.
• Ability to enter and update data on company and client systems in an accurate, timely manner.
• Ability to work successfully in a fast-paced, deadline-oriented environment.
• Strong organization skills. The ability to work on multiple tasks simultaneously.
• Articulate written and verbal communication skills.
• Focus upon customer service and deliverables.
• Significant attention to detail.

Physical Demands

• Sitting for extended periods of time using the telephone, computer workstation and monitor.

We Offer a Comprehensive Benefits Package

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts
• Paid time off starting at 90 days and annual profit sharing
• 7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day
• Family Friendly Events
• Wellness Programs/Gym Reimbursement
• All necessary equipment and technical support provided

* Benefits eligibility is dependent upon FTE Status and Position

*All offers of employment are contingent upon successful completion of a criminal background check and references. 

Your next great career move could be a click away. Apply now!

State Collection Service is an Equal Opportunity Employer. All qualified applicants will be considered for employment regardless of age, race, color, creed, religion, sex, sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

By following the link to apply, you are acknowledging that we have permission to contact you via phone, text or email to communicate with you regarding this position