Summary

The Supervisor is responsible for overseeing the day to day activities of the Retention & Recovery team: A/R & processing issues, in-house collections, bankruptcy, third-party vendors, and support. The Supervisor is responsible for performance goals while making sure Specialist are managing their portfolios within the departments policies and procedures.

Essential Duties and Responsibilities

Manage Business Operations

• Achieve performance goals
• Prioritize workflow that will increase collection productivity and efficiency
• Oversee Specialists portfolios to ensure policies and procedures are properly being executed
• Ensure business continuity with clients, Company, and third-party vendors
• Analyze data to deploy solutions that is data driven, consistent, and measurable
• Reporting on individual and team performance

Manage Employee Performance

• Oversee employee performance
• Coach, train, and develop employee performance
• Evaluate performance and assist with performance reviews
• Evaluate and assist with employee Performance Improvement Process

Position Requirements

Formal Education & Certification:

• Bachelor’s Degree

Knowledge & Experience:

• 3-5 years’ solid collection experience
• Minimum of three years’ of supervisory and management experience
• Experience in an operations center or call center environment in a customer-facing role within a professional service company preferred
• Knowledge and execution of business process
• Ability to present information in writing in a clear and proven manner where ideas, analysis and opinions are organized
• Strong computer skills, particularly Microsoft Office.

Skills:

• Proven track record of delivering results.
• Analytical Skills
• Extremely well-organized, detailed oriented, solution-driven, with excellent follow-up skills