Call Center Supervisor

Job description

The primary purpose of this position is to supervise call center collectors, ensuring compliance with the firm and clients legal and quality standards.

Responsibilities:

1. Supervise call center collectors.
2. Train new-hires in toll collection process, and pertinent policies and procedures.
3. Monitor progress of collectors in meeting monthly collection goal.
4. Monitor calls to ensure proper compliance with client and firm standards.
5. Handle escalated calls.
6. Handle phase one of disciplinary action.
7. Develop a good working relationship with direct reports.
8. Assist Manager with any projects that may arise.
9. Interview possible new-hires.
10. Handle phase one of disciplinary action.
11. All other duties as assigned

Qualifications:

1. Excellent communication, both written and verbal
2. Ability to multitask
3. Ability to resolve collector and collection issues in a professional manner
4. Ability to work within a team
5. Strong leadership abilities
6. Working with Manager and other Supervisor’s to train new collectors
7. Independently supervise collectors, audit collector’s calls and meet with collectors individually when necessary
8. Work with collectors to ensure collection goals are met
9. Review settlements to ensure that they are in proper format for client.
10. Ability to lead and motivate employees under supervision
11. Excellent communication, both written and verbal.
12. High school diploma or equivalent required
13. College is a plus

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