Call Center Supv (Temp to Hire, Rancho Ber)
Location:
San Diego , California
Posted:
November 18, 2017
Reference:
220207

San Diego , CA

Order: 220207

Job Title: Call Center Supervisor

Location: Rancho Bernardo

Schedule: Mon-Fri, 2 Saturday's month

Duration: Temp to Hire (for the right candidate)

Pay: $22-$25 DOE

 

Must be able to pass background, drug screen & credit check!

 

Requires two (2) years of collection/customer service/call center supervisor experience.

 

The Call Center Supervisor is responsible for the successful management of their Call Center team, developing and coaching Account Advisors to increased success, focusing on servicing current accounts and collecting on past due accounts while analyzing team performance and delivering a best-in-class customer experience to our borrowers and clients.

Primary Responsibilities

 

  • Monitor the Quality Assurance of the procedures your group processes

  • Provide necessary coaching to ensure efficient running of the department and keeping delinquency down at acceptable levels based on goals given monthly

  • Ability to develop and maintain collections process improvement

  • Monitor workflow and operational efficiency to implement changes and improvements

  • Analyze and respond to trends in volume fluctuation, product mix, regulatory changes and Client requirements

  • Perform QA monitoring as a mechanism to identify risk and to ensure that procedures are followed and risk controls maintained

  • Keeps current on new developments in areas of responsibility and makes necessary policy and process change recommendations to Management

  • Seek opportunities for automation and submit necessary requirements to Management

  • Assist call center with questions and concerns they may have on accounts

  • Understand client matrix and all client training guides so you can successfully give direction to staff

  • Monitor real time queue system and ensure minimum requirements are met

  • Recommend to management when corrective action steps need to be taken

  • Establish expectations and turnaround times for your group

  • Ensure staff is productive and efficient

  • Follow up on deadlines and productivity of the staff in your group

  • Interview and assist with hiring additional staff for your group

  • Train your group on new product offerings, new procedures and troubleshooting

  • Responsible for handling all escalated borrowers

  • Address, resolve and document any staff related occurrences

  • Perform annual performance reviews

  • Special projects as assigned by management to ensure operational effectiveness

     

    Position Requirements:

  • Requires two (2) years of collection supervisor experience

  • Knowledge of collection laws required. Knowledge of various asset classes preferred

  • High School Diploma or equivalent required

  • Working knowledge of software such as Microsoft Windows and Microsoft Office Programs, and various Internet Browsers preferred

  • Must have good communication and organization skills. Must be capable of handling diverse duties and changing deadlines


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