Manages and directs agents and customer service representatives in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, candidate choosing and training employees; scheduling, assigning, and directing work; performance appraisal; rewarding and disciplining employees; addressing complaints and solving problems o Manage resources to complete daily work, meet client contractual obligations and client expectations.
o Monitor results take collections and focus on service level strategy for mosaic.
o Provide feedback, coaching and monitoring to ensure Agents are performing assigned duties correctly and efficiently.
o Enforce, review and evaluate current policies and procedures; make recommendations for amendments as necessary.
Requirements o Handle Supervisor Calls as needed.
o Provide all reps with client's request and updates.
o Organize and propose contests, do follow up and provide the results to Executive Collection Management Team and team members.
o Write and administer employee performance reviews.
o 1 on 1 meeting with the agents o Team performance tracker o Attend client meetings when required o HR notifications; absenteeism, sick days, etc.
o New Hire Interviews o Send monthly goal template for Mosaic o Print, sign and review with team members Compliance monitoring sheets and Quality Assurance formats.
o Able to adapt to changes efficiently and handle new tasks as assigned.
o Meet daily (as many times as needed) with the Energy Team Manager and Director to keep up to date with the campaigns and accounts that are being worked.
o Motivate team members and keep them updated on all departmental goals, strategies, actions, contests, etc.
o Assist in training and give orientation to all new team members.
o Communicate all relevant changes and updates to CC Leaders.
o Organize monthly review meetings with each team to summarize previous month's results and future action plan o Conduct performance appraisals to the team members once a year.
o Provide performance warnings (write-ups) and offer constructive feedback.
o Grant CS awards when a team member performs above and beyond on a call.
o Provide live stats to team members.
o Check daily phone stats and review them with each team member / client coordinators.
o Prepare monthly working schedule (from Monday to Saturday) and make necessary changes if needed.
o Assure team members have all necessary tools (hardware, software and internet access) when scheduled to work from home as part of the Disaster Recovery Plan.
o Supervise each team member's attendance.
o Supervise each team member's phone starts.
o Attends all Contact Center Leadership meetings and prepares a recap to share with Team members when applicable.
o Performs call auditing and account analysis as necessary in order to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.
o Work with Executive Collection Management team to ensure appropriate staffing levels to meet the demands of client business.
o Inform daily, weekly and monthly schedule changes for all team members.
Track vacation time and scheduling for team members Benefits Salary 16,000 commissions 20,000-30,000 grocery vouchers 2,000 internet Bonus 400 Medical Insurance Life Insurance Dental Insurance Benefits Law