Job Details
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 upon experience
* Paid Time Off (PTO) - 16 days annually + 8 Company paid holidays
* Bilingual is a plus (Spanish Speaking)
* Competitive benefits -- Medical, Rx, Dental, Vision, Life, and Disability Insurance after 30 days and 401(k)
* Promotional opportunities from within the firm
* Employee Perks Available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc.
* On site "Bistro To Go" vending and fresh foods available
* Free parking
Weltman/WWR is an Equal Opportunity Employer committed to Excellence through Diversity!