Floor Supervisor

Swc Group•Carrollton, TX

10d•Onsite

About The Position

The Collections Supervisor is responsible for managing and overseeing a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls when needed.

Requirements

Minimum of 3 years of collections experience and at least 1 year of call center Supervisory experience.
Working and proficient knowledge of Microsoft Word and Excel.
Strong ability to multi-task and work independently under high pressure, deadlines and goals.
Must have excellent interpersonal skills and great telephone etiquette.
High School Diploma/GED required
Authorized to work in the United States
Client requirements for this campaign require a clean background check and a negative drug test result

Responsibilities

Monitors Collection Agent performance utilizing all available call center tools.
Coaches Collection Agent as needed to increase productivity, quality and professionalism to an acceptable level.
Performs all required administrative tasks and documentation.
Conducts call calibrations with assigned Agents to ensure client standards are met.
De-escalates consumer calls as needed to prevent complaints.
Provides daily communications and information with team to ensure client performance targets are met.
Motivates Collections team by performing various morale building and team building activities.
Communicates with Workforce to identify production concerns.
Achieve Company production goals and standards for servicing delinquent accounts without sacrificing quality of service.
Ensures Collectors follow Client Operating Standards, State and Federal Legal Requirements and Regulation in regard to Collections.
Ensures application and enforcement of all Company policies and procedures.
Prepares and delivers regular performance feedback and reviews to assigned agents.
Recommends changes to strategy to continuously increase and maximize portfolio performance.
Mentors Supervisors in Training as assigned.