Bilingual Call Center Collection Lead

Overview:
The Call Center Lead is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages the resolution of escalated calls and inquiries. The CSR Lead prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive disciplinary actions to be taken in accordance with HCTRA policies and procedures. Ensures inventory and processed transactions align with financial reports and protocols.

Duties & Responsibilities:

• Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
• Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.
• Manages escalations to include identifying the issue/error, determining the appropriate resolution in accordance with HCTRA policies and procedures, and preparing detailed synopses for all escalations and/or approvals in a timely manner.
• Collaborates with management in recommending the appropriate action to be taken in accordance with HCTRA's progressive discipline policy to address ongoing performance and conduct issues.
• Reviews financial reports for the purpose of auditing inventory and processed transactions.
• Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches.

Qualifications:

• Strong supervisory skills.
• Strong customer service skills with expertise in de-escalations and negotiations.
• Excellent communication (written and verbal) and interpersonal skills.
• Working knowledge of personal computers and related software, including Microsoft Office.
• Ability to make sound decisions based on HCTRA policies and procedures with minimal assistance.
• Ability to work in a team environment and be open to change.
• Ability to maintain confidentiality.
• Must understand the call center abbreviations and language.

Physical Demands:

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Position Type & Work Hours/Location:

This is a full-time position.

• Training Schedule: Monday- Friday 8 AM - 4:30 PM
• After training: Monday-Friday: 7:30 AM - 5:30 PM
• Work location: Harrisburg Blvd, Houston, TX 77011

Required:

• A high school diploma or G.E.D. equivalent is required from an accredited institution.
• Minimum four years of experience in customer service and call center environment.
• Minimum three years of experience in collections, banking, and customer service call center.
• Minimum one year of call center supervisory experience.
• Fluent in English & Spanish.
• Flexible to travel to different call center locations in Houston.

Other Duties:

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.