Customer Service & Collections Supervisor

Customer Service & Collections Supervisor. Supervisors will be required to manage a team of associates, deliver strong performance, and ensure high-quality standards are met while maximizing employee engagement and morale.

  Overview

Supervisors will be required to manage a team of associates, deliver strong performance, and ensure high-quality standards are met while maximizing employee engagement and morale.

 Responsibilities

• Day-to-day supervision of a group of associates including work and attendance monitoring in accordance with the company’s policies and procedures. 
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated contacts as needed.
• Providing effective feedback to direct reports on performance and monitoring their execution for improvement. 
• Ensure service delivered to our customers are in accordance with the Key Performance Indicator (KPIs) expectations.
• Ensure associates are meeting and exceeding performance metrics on a weekly and monthly basis.
• Identify performance-related issues and develop an action plan for improvement.
• Conduct team meetings to ensure prudent information is shared and provide associates with an open forum to give their input. 
• Organize and schedule team activities. 
• Maintain accountability and administer corrective actions were necessary.  
• Stay abreast of internal work processes, policies, and procedures.
• Attend scheduled meetings and calibrations.
• Provide a daily report on the team’s performance.
• Remain in constant communication with the Operations Manager regarding production challenges, action plans, and initiatives. 
• Attend management development training. 
• Lead by example in promoting the company’s values.

Qualification and Experience

• Two (2) or more years of experience in customer service and collections.
• Two (3) or more years of experience at a supervisory level.
• Supervisory Management Certificate or Associate's Degree, Degree in Business related field.