Description
Manages and directs agents and customer service representatives in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, candidate choosing and training employees; scheduling, assigning, and directing work; performance appraisal; rewarding and disciplining employees; addressing complaints and solving problemso Manage resources to complete daily work, meet client contractual obligations and client expectations.o Monitor results take collections and focus on service level strategy for mosaic.
o Provide feedback, coaching and monitoring to ensure Agents are performing assigned duties correctly and efficiently.o Enforce, review and evaluate current policies and procedures; make recommendations for amendments as necessary.
Requirements
o Handle Supervisor Calls as needed.o Provide all reps with client’s request and updates.o Organize and propose contests, do follow up and provide the results to Executive Collection Management Team and team members.o Write and administer employee performance reviews.o 1 on 1 meeting with the agents o Team performance trackero Attend client meetings when required o HR notifications; absenteeism, sick days, etc. o New Hire Interviews o Send monthly goal template for Mosaico Print, sign and review with team members Compliance monitoring sheets and Quality Assurance formats.o Able to adapt to changes efficiently and handle new tasks as assigned.o Meet daily (as many times as needed) with the Energy Team Manager and Director to keep up to date with the campaigns and accounts that are being worked.o Motivate team members and keep them updated on all departmental goals, strategies, actions, contests, etc.o Assist in training and give orientation to all new team members.o Communicate all relevant changes and updates to CC Leaders.
o Organize monthly review meetings with each team to summarize previous month’s results and future action plano Conduct performance appraisals to the team members once a year.o Provide performance warnings (write-ups) and offer constructive feedback.o Grant CS awards when a team member performs above and beyond on a call.o Provide live stats to team members.o Check daily phone stats and review them with each team member / client coordinators.o Prepare monthly working schedule (from Monday to Saturday) and make necessary changes if needed.o Assure team members have all necessary tools (hardware, software and internet access) when scheduled to work from home as part of the Disaster Recovery Plan.o Supervise each team member’s attendance.o Supervise each team member’s phone starts.o Attends all Contact Center Leadership meetings and prepares a recap to share with Team members when applicable.o Performs call auditing and account analysis as necessary in order to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.o Work with Executive Collection Management team to ensure appropriate staffing levels to meet the demands of client business.o Inform daily, weekly and monthly schedule changes for all team members.Track vacation time and scheduling for team members
Benefits
Salary 16,000commissions 20,000-30,000grocery vouchers 2,000internet Bonus 400Medical InsuranceLife InsuranceDental InsuranceBenefits Law
