Call Center Supervisor - Remote - Must live in NY state

Transworld Systems Inc.•Arcadia, CA

6d•Remote

About The Position

Transworld Systems, Inc. is an industry leader for over 50 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle. Why should you consider TSI (part of TSI family of companies)? Work from home Paid training Team-oriented work environment Growth opportunity Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!

Requirements

High school diploma or equivalent
2 years of customer service experience
Internal Candidates; Must have 3 months tenure on 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
Proficient with Microsoft Excel and Word.
Able to calculate figures and amounts.
Capable of analyzing statistical requirements.
Can understand and respond to diverse population.
Ability to successfully handle Escalation calls.
Coordinate multiple tasks simultaneously.
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
Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.
Broadband internet connection (No DSL, or Dial Up)
Hard wired connection (no wifi, wifi hotspots)
Speed Test Results: 25 mbps download, 20 mbps upload

Nice To Haves

Previous management experience preferred

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.
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 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
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.
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 Company Employee Handbook and leads by example.
Motivates staff and maintains a team atmosphere.
Miscellaneous duties as assigned.