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| Job ID: 10290 |
Job Views: 349 |
Location: Menomonee Falls, Wisconsin
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Job Category: Collections Supervisor |
| Employment Type: Full time |
Salary: $ Yearly |
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Posted: 02-19-2010 |
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Job Description:
Supervises the daily activities of the Collection Department, and manages specific quality, performance, and production goals for their team and department within company guidelines, policies, and procedures. Complies with company policies, best practices, and standard operating procedures to facilitate performance that exceeds collection goals.
Primary Responsibilities:
*Manages and develops Team Lead(s) to ensure daily maintenance coaching, side-by-side monitoring and training is completed.
*Monitors roll rate and write-off performance to ensure goals are being met. Continually strives to enhance collection processes. Takes initiative to suggest and implement strategies to improve collection operation. Takes ownership of their strategy and conducts appropriate follow-up to assess effectiveness.
*Maintains working knowledge of collection dialer operations and is able to administer and manage dialer campaigns. Is able to problem solve minor dialer issues and respond appropriately.
*Interviews, hires, trains, mentors, sets expectations, and manages performance of collection associates and Team Lead(s). Prepares and delivers development plans as well as applicable counseling.
*Responsible for employee retention goals for their team and department. Develops and executes team/department incentives that drive collection performance.
*Prepares a strategic plan to improve overall team results. Reviews quality monitoring with team in order to ensure business objectives are achieved. Analyzes areas of opportunity and develops, documents and assists associates in the execution of their action plans. Meets weekly with team members to discuss performance and action plans.
*Monitors schedule adherence and submits exceptions. Tracks team\\\'s attendance and communicates changes to the Workforce Management (WFM) Team to ensure accurate account of payroll hours.
*Fields questions from team and department to ensure timely resolution to customer inquiries.
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Job Requirements:
*Preferred 1-3 years of collection management experience.Must demonstrate leadership, presentation, and analytical skills
*Ability to multi-task and meet critical deadlines while maintaining composure in a fast-paced call center environment.
*Bachelor\\\'s degree preferred.
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