Call Center Supervisor, Collections (Hybrid)
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid #LI-Hybrid
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About the role :
As a Call Center Supervisor, Collections, your primary responsibility is to oversee the day to day functions of a team of representatives.
You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience.
Additionally, you'll oversee the team's efforts to achieve maximum efficiency and overall effectiveness. This role will report to the Department Manager.
Responsibilities :
- Manage metrics, performance criteria, policies and procedures to continuously improve representative's productivity
- Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
- Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
- Identify trends and recommend appropriate solutions to improve performance and drive engagement
- Assist with new hire interviews, hiring decisions and manage the onboarding process for all new hires within your function
Requirements :
- 3 years of leadership experience in related capacity
- Experience within the financial industry and / or loan operations
- Excellent written and verbal communication skills
- Ability to coach, train, and motivate employees and evaluate their performance
- Capable of remaining calm under pressure and navigating tense situations, especially during busy hours
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Remote working / work at home options are available for this role.
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