Description
o Handles Manager’s Calls as needed.o Reviews consoles workloads, prioritize work and review the follow-up dates for all collections consoles.o Participates and provides suggestions regarding our Strategic Planning in the Contact Center o Reviews weekly and monthly QA and Compliance scores for each team and to ensure team members are performing assigned duties correctly and efficiently.o Leads each team’s monthly meetings.o Prepares and schedule all team’s monthly training sessions together with the Supervisors and Corporate trainer.o Collaborates with Supervisors to administer employee performance reviews, write ups.
Coaching sessions, etc.o Reviews month end reports from Master clients to define the correct strategy to reach goals.o Prepares monthly meetings with each CC team to evaluate results from previous month, goals, QA and Compliance results, define working strategy, etc.o Schedules and complete annual performance appraisals with Supervisors.o Authorizes sure-pays and customer service awards.o Reviews monthly contests for each h CC team.o Provides a summary on the call recordings requests from any client.o Reviews/Supports each Supervisor duties completion.o Assist sin training and orientation to all new team members.o Reviews and participates to update client’s parameters.o Provides performance warnings (write-ups) and offers constructive feedback together with Supervisors.o Enforces, reviews and collaborates to evaluate current policies and procedures; make recommendations for amendments as necessary.o Reviews accounts in Management review tier in consoles
Requirements
o Prior collections experience (3+ years)o Knowledge of FDCPA and State rules and regulationso Prior Supervisory / Management experience - preferredo Predictive Dialer experienceo Basic knowledge of Timeshare operations – preferredo Basic knowledge of Home Improvement operations - preferredo Business degree or equivalent - preferredo Basic Computer Skillso Knowledge of Microsoft Officeo Ability to read, write and speak English fluently. Bilingual (English/Spanish) a pluso Good communication skills, both written and verbalo Leadership experience and the ability to provide support and direction to develop and motivate a teamo Ability to communicate and meet company goals and objectiveso Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.o Must willing and able to travel as required by clients/projects
Benefits
Salary 35,000CommissionsInternet Bonus 400Grocery Bonus 2,000Medical InsuranceDental InsuranceLife Insurance
