Supervisor Operations - Collection

About the role

Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.

Key responsibilities

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes)
• Drives continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement
• Identifies and implements new practices and processes that are "best in field"
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority
• Confers with reporting manager on complex or unusual situations
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization

About you

• 3 or more years of call center experience in collections/sales/customer service/technical support
• 1 or more years of supervisory experience
• High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required
• Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects
• Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal
• Speak, type and/or sit for extended periods of time
• Consistent attendance is an essential function of the job