The job below is no longer available.
You might also like
in Greenville, SC
- $17
est. per hour - $17
est. per hour Ross Stores • 7h agoUrgently hiring 12.1 mi Use left and right arrow keys to navigate 
XPO • 15h agoUrgently hiring 12.3 mi Use left and right arrow keys to navigate- XPO • 15h ago
Urgently hiring 13.8 mi Use left and right arrow keys to navigate - $14.75
Verified per hour Anderson Merchandisers, L.L.C. • 13h ago12.3 mi Use left and right arrow keys to navigate
Supervisor, Inbound - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Greenville, SC Greenville, South Carolina |
About this job
Job Summary: The Supervisor of the Customer Service Inbound team, manages staff and the daily operations of the inbound team as well as providing training, coaching, and leadership to the team members.
Responsibilities:
• Provides guidance and leadership to a Customer Service Inbound team (8-18 directreports) by leading and mentoring individuals to develop and reinforce skills and effectiveness
• Conducts side-by-side coaching sessions, providing regular constructive feedback and positive recognition
• Monitors employee attendance and performance as well as perform all payroll related functions
• Ensures completion of all process steps in the “Performance Management cycle, including goal setting, continuous feedback, and performance reviews
• Effectively communicates changes and performance achievements to staff
• Monitors the daily, weekly, and monthly results of work efforts to ensure desired levels of quality, productivity and efficiency are achieved
• Monitors all relevant systems to ensure work is handled efficiency and effectively. Including, but not limited to; CMS phone system, Productivity Tracker, Onbase, and Eoscar.
• Performs regular process audits (side by side coaching, silent monitoring) to ensure a high level of accuracy and compliance with policies, procedures, and regulatory requirements
• Provides process audits feedback to staff on a regular basis
• Handles escalated complaints, calls, and issues ensuring compliance with all company, federal and state regulations
• Regularly reviews process documentation for compliance, clarity, accuracy, and opportunity for improvement. Implement changes and improvements as required and ensure adequate communication and training of changes
• Continuously monitors all trending and daily reports to ensure tasks are completed or are progressing as expected. Addresses any issues with team and work to correct process and performance issues
• Analyzes performance related data and trends in order to identify and implement process improvements. Lead and/or contribute to process improvement efforts depending upon project scope
• Effectively manages resources, monitor staffing levels, and develop training plans to address skill gaps to maintain effective service levels and capacity
• Ensures completion of all training for self and staff as required requirements
• Provides process audits feedback to staff on a regular basis
• Handles escalated complaints, calls, and issues ensuring compliance with all company, federal and state regulations
• Regularly reviews process documentation for compliance, clarity, accuracy, and opportunity for improvement. Implement changes and improvements as required and ensure adequate communication and training of changes
• Continuously monitors all trending and daily reports to ensure tasks are completed or are progressing as expected. Addresses any issues with team and work to correct process and performance issues
• Analyzes performance related data and trends in order to identify and implement process improvements. Lead and/or contribute to process improvement efforts depending upon project scope
• Effectively manages resources, monitor staffing levels, and develop training plans to address skill gaps to maintain effective service levels and capacity
• Ensures completion of all training for self and staff as required
Qualifications/Skills:
• 2-4 years of related experience, preferably in a call center environment
• Proven leadership/management experience is required
• Relevant experience in the credit industry desired with an understanding of compliance to the FDCPA
• Strong leadership abilities including the ability to motivate teams, effectively communicate (oral and written), organizational skills, time management, and attention to detail
• Advanced analytical skills and process oriented mindset
• Excellent work ethic and unquestionable integrity
• Proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook) and aptitude for learning new systems
• Proficiency in AMCS, ATLAS, PACER, Onbase, EOscar, Productivity Tracker and CMS preferred
• SQL Experience preferred
Educational Requirements:
• College degree preferred
Responsibilities:
• Provides guidance and leadership to a Customer Service Inbound team (8-18 directreports) by leading and mentoring individuals to develop and reinforce skills and effectiveness
• Conducts side-by-side coaching sessions, providing regular constructive feedback and positive recognition
• Monitors employee attendance and performance as well as perform all payroll related functions
• Ensures completion of all process steps in the “Performance Management cycle, including goal setting, continuous feedback, and performance reviews
• Effectively communicates changes and performance achievements to staff
• Monitors the daily, weekly, and monthly results of work efforts to ensure desired levels of quality, productivity and efficiency are achieved
• Monitors all relevant systems to ensure work is handled efficiency and effectively. Including, but not limited to; CMS phone system, Productivity Tracker, Onbase, and Eoscar.
• Performs regular process audits (side by side coaching, silent monitoring) to ensure a high level of accuracy and compliance with policies, procedures, and regulatory requirements
• Provides process audits feedback to staff on a regular basis
• Handles escalated complaints, calls, and issues ensuring compliance with all company, federal and state regulations
• Regularly reviews process documentation for compliance, clarity, accuracy, and opportunity for improvement. Implement changes and improvements as required and ensure adequate communication and training of changes
• Continuously monitors all trending and daily reports to ensure tasks are completed or are progressing as expected. Addresses any issues with team and work to correct process and performance issues
• Analyzes performance related data and trends in order to identify and implement process improvements. Lead and/or contribute to process improvement efforts depending upon project scope
• Effectively manages resources, monitor staffing levels, and develop training plans to address skill gaps to maintain effective service levels and capacity
• Ensures completion of all training for self and staff as required requirements
• Provides process audits feedback to staff on a regular basis
• Handles escalated complaints, calls, and issues ensuring compliance with all company, federal and state regulations
• Regularly reviews process documentation for compliance, clarity, accuracy, and opportunity for improvement. Implement changes and improvements as required and ensure adequate communication and training of changes
• Continuously monitors all trending and daily reports to ensure tasks are completed or are progressing as expected. Addresses any issues with team and work to correct process and performance issues
• Analyzes performance related data and trends in order to identify and implement process improvements. Lead and/or contribute to process improvement efforts depending upon project scope
• Effectively manages resources, monitor staffing levels, and develop training plans to address skill gaps to maintain effective service levels and capacity
• Ensures completion of all training for self and staff as required
Qualifications/Skills:
• 2-4 years of related experience, preferably in a call center environment
• Proven leadership/management experience is required
• Relevant experience in the credit industry desired with an understanding of compliance to the FDCPA
• Strong leadership abilities including the ability to motivate teams, effectively communicate (oral and written), organizational skills, time management, and attention to detail
• Advanced analytical skills and process oriented mindset
• Excellent work ethic and unquestionable integrity
• Proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook) and aptitude for learning new systems
• Proficiency in AMCS, ATLAS, PACER, Onbase, EOscar, Productivity Tracker and CMS preferred
• SQL Experience preferred
Educational Requirements:
• College degree preferred