Job Description
Title: Call Center Supervisor, Collections (Hybrid)
Location: Chicago, IL
About the role:
As a Call Center Supervisor, Collections, your primary responsibility is to oversee the day to day functions of a team of representatives. You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience. You will also ensure the team is aiming for maximum efficiency and overall effectiveness.
Responsibilities:
- Manage metrics, performance criteria, policies and procedures to continuously improve representative’s productivity
- Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
- Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
- Identify trends and recommend appropriate solutions to improve performance and drive engagement
- Assist with new hire interviews, hiring decisions and manage the onboarding process for all new hires within your function
Requirements:
- 3 years of leadership experience in related capacity
- Experience in the financial or lending industry
- Excellent written and verbal communication and interpersonal skills
- Ability to prioritize, manage time, and meet deadlines
- Proven project leadership and conflict resolution skills