Senior Supervisor, Operations

POSITION SUMMARY:

The Senior Supervisor, First Party is responsible for coordinating daily floor activities which includes; supporting Customer Service Agents (CSA) in their service efforts, maintaining performance and attendance records, scheduling of staff, training and projects, determining and monitoring collection priorities, producing collection reports and assigning special projects as needed in a fast-paced call center environment.

ESSENTIAL FUNCTIONS:

• Coaches CSAs to develop and improve their negotiation skills and performance.
• Completes performance evaluations and/or employee performance reports along with any corrective action forms in an accurate and timely manner.
• Participates in any mandatory leadership training programs.
• Provides support and assistance to department staff by answering questions, evaluating phone calls and providing feedback and suggestions for improvements for the entire floor.
• Coordinates the training of new and existing CSAs as needed.
• Works with department management to enhance productivity and communication.
• Compiles and evaluates production numbers for department employees.
• Works closely with department management on conflict resolution and communication of day-to-day events in the department.
• Works with the Human Resources Department on performance improvement, corrective actions or attendance issues for CSAs with negative performance results, that may require coaching, performance warnings and/or termination.
• Manages the team’s schedule assuring appropriate daily telephone coverage throughout the shift.
• Monitors the attendance of CSAs and react to developing negative attendance trends with coaching.
• Routinely recognizes exemplary performance and provide motivation for others to excel.
• Schedules and facilitates regularly scheduled team meetings to communicate priorities, collection goals and procedural changes.
• Understands current CSA incentives and helps to encourage participation.
• Monitors inbound hold time and helps by adjusting CSA schedules when possible.
• Additional responsibilities as assigned by Operation Manager.
• Ability to maintain consistent and regular attendance in accordance with an established schedule.
• Ability to work onsite/in-office in accordance with CCS and department policies and procedures.