Operations Supervisor

EDUCATION AND EXPERIENCE PREFERENCES

• Bachelors Degree recommended but not required

• Minimum of 12 years of previous management experience; preferably in a call center or fastpaced highvolume environment

• Experience managing a team of 1520 associates

• Previous management experience in the following areas (all or any): call center collections sales fraud and customer service preferred.
• Proven experience with coaching & performance management decisionmaking driving results and interviewing

• Excellent verbal and written communication skills

• Ability to work flexible schedules to include nights weekends and/or holidays

• Familiarity with technology including general business tools such as email MS Word and Excel as well as collectionspecific or customer service systems

PURPOSE OF THE POSITION

The Supervisor Operations has overall responsibility for the group of employees assigned to them. The Supervisor Operations is accountable for their teams daily performance and staff development. This includes managing all staff activities such as attendance call volumes daily production goals and ongoing training. Supervisor Operations will provide the leadership necessary to meet established goals and support the companys core values. The Supervisor Operations must have a strong working knowledge of their specific departments programs and clients policies and procedures.

DUTIES AND RESPONSIBILITIES

• Manage the daytoday operations of a centralized collection unit typically 1525 collectors.

• Stages of delinquency may vary between early/late stage accounts that are precharge off.

• Develop and assist staff to drive performance to meet or exceed key performance indicators (KPIs) revenue goals and quality/compliance standards as well as being compliant with client and company requirements and expectations.
• Coach and train staff through call monitoring that is completed remotely or side by side and provide effective feedback.
• Responsible for managing their team and executing in the following areas related to Customer Experience.

• Call Monitoring Requirements that will be set based on internal and client expectations

• Net Promoter Score Results at the team and individual level as required by the clients

• Quality Assurance and Compliance Scorecard Results as established by internal and client expectations.
• Monitor to ensure staffing levels are in line with expectations and partner with the Manager or Director of Operations as soon as trends are recognized. This includes the following:
  • Managing staff PTO to ensure there is appropriate coverage at all times
  • Schedule Adherence
  • Availability and agent/team productivity
  • Assist employees in developing and being able to execute exceptional negotiation skills by utilizing all available company tools as well as one on one and group sessions.

• Provide input for development as well as ensure the tactical of the following areas (as a minimum):

  • Process improvements with a focus on operational efficiency

  • Client Expectations

  • Process Controls

  • Performance Management and administering performance appraisals

  • Make recommendations for pay increases promotions and terminations

  • Incentive and Compensation Plans

  • Development of staff

• CrossFunctional Relationships
  • Review existing daily reports as provided to you by support or operations management. Analyze and develop action plans for your associates based on these reports; coach and train associates to meet and exceed expectations as outlined in those action plans.
  • Complete any reports including call production accounts worked payroll attendance contest participation or other internal paperwork accurately and on time.
  • Ensure that client requirements regarding portfolio management work standards settlements and other special handling are met.
  • Participate in client site visits as required.
  • Other duties and responsibilities as assigned by their Operations Manager or Director.
  • Serve as a positive role model and mentor to staff creating a positive environment and promoting the CBE Culture by living out the values and developing your staff to do the same.
  • The Company reserves the right to change or assign other duties to this position as appropriate.
  • Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
  • Must be able to remain in a stationary seated position up to 65 of the work shift.
  • Must be able to occasionally move about inside the office to access office machinery file cabinets or attend meetings.
  • Must be able to operate a computer and other office productivity machinery such as a calculator copy machine printer scanner and fax machine.
  • Must be able to exchange accurate information with coworkers consumers and/or clients or vendors who have workrelated inquiries.
  • Must be able to communicate with consumers and maintain compliance with all federal state and local laws rules and regulations.
  • Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.