Supervisor

The Supervisor is responsible for supervising and coaching a team of collectors to provide excellent customer satisfaction for internal and external customers.  In this position, the supervisor will be responsible for resolving customer issues, meeting or exceeding department performance metrics, and supporting customer and employee retention.

Responsibilities/Duties/Functions/Tasks: 

• Supervises (up to 10 employees), coaches, monitors, motivates, advises and provides feedback to Collection Department staff to ensure day to day activities are being handled as needed.
• Ensure staff is meeting production goals, complying with company standards and federal collection laws.
• Assist staff with collection activities in difficult cases, handle escalated calls and listen to calls to ensure that staff is setting proper expectations and utilizing collections efforts appropriately and judiciously.
• Participates in interviewing, selection, and coordinating training for new employees.
• May supervise and coordinate activities of clerical workers in related activities.
• Evaluates employee performance, administers discipline, and maintains proper records.
• Reviews employee e-time entries, approves overtime and time-off requests, and coordinates employee work schedules to ensure adequate staffing.
• Provide technical, advisory, and moral support to the department to ensure both positive customer and team member experiences.
• Recommends new approaches to drive continuous improvement.
• Interacts with clients in relation to performance, compliance and other items as needed.
• Complete all required training applicable to assigned position.
• Additional duties as requested or required.

 Qualifications:

• Associate's Degree from college or technical school or an equivalent combination of education, training, and experience.
• 2+ years’ experience in a call center environment or service operations field with progressive levels of responsibility.
• Customer service experience: professional telephone skills, lead and direct the work of others.
• Strong communication skills, both oral and written.
• Strong interpersonal skills, high energy level and positive attitude.
• Knowledge of applicable collection laws.
• Proficient skills in Microsoft applications which include Word and Excel.

The Schedule: 

• Monday - Friday 8am - 5pm
• Set (1) hybrid day of the week after training/onboarding

Compensation and Benefits:

• Competitive Salary starting at $50,000 (based upon experience) plus potential bonus and a 1st year retention bonus of $2,000
• Paid Time Off (PTO) - 16 days annually + 8 Company paid holidays
• Competitive benefits - Medical, Rx, Dental, Vision, 401(k), and Life and Disability Insurance. You can review our benefits at www.weltman.com/careers for more information.
• Promotional opportunities from within the Firm
• Employee Perks available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc. Positive office environment with regularly scheduled parties, contests, and community support initiatives
• On site "Bistro To Go" vending and fresh foods available
• Parking/Public Transit stipend available once benefits are available
• Onsite fitness center available to join

 Work Requirements:

• While performing the duties of this job, the employee is frequently required to sit at the workstation for extended periods. The employee must have the ability to communicate effectively in written and oral form; enter data into a computer; and operate standard office equipment including computer, telephone, printer, copier, and facsimile machine.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Normal office conditions.  The noise level in the work environment is usually moderate.

 

Weltman/WWR is an Equal Opportunity Employer committed to Excellence through Diversity!