Supervisor - Operations - Onsite Atlanta/Peachtree Corners GA

Transworld Systems Inc.•Atlanta, GA

6d•Onsite

About The Position

Transworld Systems, Inc. is an industry leader, customer-first provider of customer relationship outsourcing services, accounts receivable management, loan servicing and legal services for many of the world’s leading companies. We have over 50 years of experience in handling customer contacts and interactions across a broad spectrum of industries. Why should you consider TSI (part of TSI family of companies)? 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

Must meet background and drug screen requirements as outlined by the project/client
High school diploma or equivalent
2 years of customer service experience
Excellent oral and written communication skills
Strong leadership skills
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.
Must maintain regular and reliable attendance

Nice To Haves

Previous management experience preferred
Internal Candidates; Must have 6 months tenure on project to apply, Not currently on a disciplinary action
Flexibility to work any shift including weekends

Responsibilities

Supervise a team customer service agents and team leads.
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, and callbacks.
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.
Perform other duties as assigned by management.

Benefits

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!

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