Operations Supervisor

Call Center Supervisor

Summary

Oversee a team of Call Center Agents and maintain consistent performance in the handling of our client's customers and accounts. The Operations Supervisor will handle the team's day to day operations and ensure the team's success with regard to meeting our Key Performance Indicators / Metrics.

Essential Functions

• Supervise a team of Call Center Agents
• Monitor agent's arrival and departure times and breaks, and review and approve timekeeping for the team on both Radius and client's systems.
• Work with agents to answer questions and to help them reach their collections and customer experience goals
• Provide on-going training and development for Call Center Agents and ensure systems training is completed timely
• Take team calls as needed and handle disputes and escalation calls
• Manage incentive programs under the direction of leadership
• Communicate in a professional manner with consumers, agents, co-workers, and clients
• Monitor agent adherence to all Federal, State and Local Laws and regulations
• Hit or exceed given performance goals for assigned metrics
• Maintain daily priorities and tasks on work desk
• Make appropriate decisions in accordance with Company policy for resolving each assigned account issue
• Learn and stay up to date on any changes to company policies & effectively communicate them to assigned team members
• Regularly assess agent performance and address any deficiencies through coaching and progressive discipline as necessary.
• Document accounts and Company forms correctly
• Conduct monitoring of agent calls and hold call calibration sessions and coaching with agents,
• Keep up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area (including FDCPA laws and state laws) to ensure compliance with all state and federal regulations and with Company policies and procedures
• Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements - schedule availability needs to be flexible as you must be able to work nights and weekends as scheduled
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
• Adhere to all Company, Client and Consumer confidentiality and security policies and procedures

Non-Essential Functions

Supervisory Responsibilities / Accountabilities

Requirements

Working Conditions

Work is generally performed within an indoor office environment utilizing standard office equipment. Desk setting inbound call center / cubicle.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle / feel the keys. The job requires extensive use of keyboards and computers

Position Type / Expected Hours of Work

The employee must be available during the department's scheduled hours and guidelines, which may include evening shifts and possible weekend shifts at the client's discretion. Full-time employees must maintain continuous full-time employment status / hours. Because of the production-based nature of the job, employees must be able to adhere to their schedule and the company's attendance policies.

Background checks and DOT drug screens are performed. This position requires random screenings throughout the duration of employment.

Equal Employment Opportunity : Disabled / Veteran