Call Center Supervisor
The Supervisor is the primary person to assist employees with daily questions and concerns, conducting investigations, issuing corrective action or terminations as necessary. The Supervisor will direct the Lead in training and mentoring all employees.
Duties & Responsibilities:
- Supervise a team customer service agents.
- Organize, direct, and monitor daily activities of team of customer service agents.
- Create and implement strategy to ensure performance objectives are met.
- Handle escalated calls.
- Monitor and review individual and team performance. Success is based on the performance of assigned agents and the overall success of the project
- Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required.
- Monitor and analyze productivity of agents; generate reports based on analysis.
- Field questions from team and possibly clients; recommend corrective services to address customer complaints.
- Provide coaching and development feedback.
- Ensure all client compliance requirements are met.
- Ensure all work is performed in compliance with Company Policies, client mandates as well as local, state and federal collections laws and regulations
- Produce and review Call Management System (CMS) reports.
- Maintain contact with client as determined by management.
- Monitor email and voice mail to ensure all communications are up to date and accurate.
- Ensure all payroll deadlines are met.
- Ensure daily and monthly performance results are tracked by agent and team.
- Conduct monthly / annual performance reviews with direct reports
- Assist in completion of annual performance reviews
- Train, motivate, develop and reward customer service agents.
- Responds to and works to resolve agent concerns in a timely manner
- Prepare reports as needed.
- Perform customer service agent duties as needed.
- Perform other duties as assigned by manager.
- Possess working knowledge of utility industry regulated market credit/collections practices
- Coordinates maximum coverage within the assigned group to ensure completion of daily tasks.
- Participates in the interviewing and hiring process
- Issues corrective action/termination as necessary
- Follows all rules set forth in the Convergent Employee Handbook and leads by example.
- Motivates staff and maintains a team atmosphere.
- Miscellaneous duties as assigned.
- High school diploma or equivalent
- 2 years of collections experience
- 1 year collections lead experience
- Previous management experience preferred
- Internal Candidates; Must have 1 year experience in project to apply, Not currently on a disciplinary action
- Excellent oral and written communication skills
- Strong leadership skills
- Knowledge of FDCPA and state laws
- Able to change direction as needed in order to meet the needs of customers; both internal and external.
- Can work under pressure and assist where required in meeting critical deadlines
- Capable of maintaining confidentiality
- Able to learn Systems used on the floor.
- Proficient with Microsoft Excel and Word.
- Able to calculate figures and amounts.
- Capable of analyzing statistical requirements.
- Can understand and respond to diverse population.
- Manage by Walking Around (MBWA).
- Ability to successfully handle Escalation calls.
- Coordinate multiple tasks simultaneously.
- Demonstrated ability to motivate and engage agents.
- Willingness and ability to learn new tasks and take on new challenges.
- Flexibility to work any shift including weekends
- Must maintain regular and reliable attendance
- Travel requirements are less than 5%
- Regularly required to stand or sit, and move about the facility.
- Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.
Will be required to perform other duties as requested, directed or assigned.