What are the responsibilities and job description for the Senior Supervisor, Operations position at The CCS Companies?
Job Details
Job Location: Salem Office - Salem, NH
Salary Range: Undisclosed
Job Shift: Monday - Friday Full Time
Description
Coordinate daily collection floor activities including supporting CSAs in their collection efforts, maintaining CSA performance and attendance records, scheduling of staff, training and projects. Determine and monitor collection priorities, produce collection reports and assign special projects as needed in a fast-paced customer service environment.
ESSENTIAL FUNCTIONS
- Knowledge and complete understanding of all applicable collection laws including the FDCPA.
- Individually coach each Customer Service Agent to develop and improve their collection skills.
- Provide support and assistance to department staff by answering questions, evaluating phone calls and providing feedback and suggestions for improvement. This includes assisting with the entire collection floor.
- Coordinate the training of new and existing employees as needed
- Work as a team member to enhance productivity and communication.
- Compile and evaluate production numbers for department employees.
- Work closely with department management on conflict resolution and communication of day-to-day events in the department.
- Complete performance evaluations and/or employee performance reports along with any corrective action forms in an accurate and timely manner.
- Working with the Human Resources Department, react to negative performance results with coaching, performance warnings and termination if required.
- Manage the teams schedule assuring appropriate daily telephone coverage throughout the shift.
- Monitor the attendance of team members. Coach and react to developing negative attendance trends.
- Routinely recognize exemplary performance and provide motivation for others to excel.
- Schedule and facilitate regularly scheduled team meetings to communicate priorities, collection goals and procedural changes.
- Monitor the progress of all Dialing Campaigns and reassign CSAs as appropriate.
- Additional responsibilities as assigned by Collections Manager.
QUALIFICATIONS AND REQUIREMENTS:
- One year Collection experience or prior supervisory experience preferred.
- Strong interpersonal, verbal, written and negotiating communication skills.
- Proficiency with Microsoft Office programs such as MSWord, Excel, Access, etc.
- Ability to learn specific software used in the collection process including FACS, Davox and Advertech.
- Ability to demonstrate consistency, accuracy, good judgment, follow through and attention to detail.
- Promotes a professional and positive attitude at all times.
- Ability to be receptive to feedback, willing to learn.
- Ability to be receptive and responsive to change and to embrace continuous improvement.
- Must successfully pass background check required to obtain MN Debt Collector license.
- Ability to maintain a predictable and consistent fulltime work schedule.
EDUCATION REQUIREMENTS:
- High school diploma or equivalent.
The CCS Companies is an Equal Opportunity Employer
This document is considered CCS Proprietary and Confidential.
Qualifications
