Supervisor

Position Purpose: Under limited supervision, the Supervisor is responsible for supervising and coaching a team to provide excellent customer satisfaction for internal and external customers. Responsible for resolving customer issues, meeting or exceeding department performance metrics, and supporting customer and employee retention.

Responsibilities/Duties/Functions/Tasks:

• Supervises, coaches, monitors, motivates, advises and provides feedback to Collection Department staff to ensure day to day activities are being handled as needed.
• Ensure staff is meeting production goals, complying with company standards and federal collection laws.
• Assist staff with collection activities in difficult cases, handle escalated calls and listen to calls to ensure that staff is setting proper expectations and utilizing collections efforts appropriately and judiciously.
• Participates in interviewing, selection, and coordinating training for new employees.
• May supervise and coordinate activities of clerical workers in related activities.
• Evaluates employee performance, administers discipline, and maintains proper records.
• Reviews employee e-time entries, approves overtime and time-off requests, and coordinates employee work schedules to ensure adequate staffing.
• Provide technical, advisory, and moral support to the department to ensure both positive customer and team member experiences.
• Recommends new approaches to drive continuous improvement.
• May contact client on file related matters.
• Complete all required training applicable to assigned position.
• Additional duties as requested or required.

Qualifications:

• Associate's Degree from college or technical school or an equivalent combination of education, training, and experience.
• 2 years’ experience in a call center environment or service operations field with progressive levels of responsibility.
• Customer service experience; professional telephone skills, lead and direct the work of others.
• Strong communication skills, both oral and written.
• Strong interpersonal skills, high energy level and positive attitude.
• Knowledge of applicable collection laws.
• Proficient skills in Microsoft applications which include Word and Excel.

Compensation and Benefits:

• Competitive salary based on experience
• Paid Time Off (PTO) - 16 days annually 9 Company paid holidays
• Competitive benefits - Medical, Rx, Dental, Vision, 401(k), Life and Disability Insurance. You can review our benefits at www.weltman.com/careers for more information.
• Promotional opportunities from within the Firm
• Employee Perks available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc.
• Positive office environment with regularly scheduled parties, contests, and community support initiatives
• On site "Bistro To Go" vending and fresh foods available
• Free parking
• Free onsite fitness center for all employees

Weltman/WWR is an Equal Opportunity Employer committed to Excellence through Diversity!