Team Supervisor – Recovery

Description (Why Work Here)

We Create Opportunity ERC is a growing end-to-end solutions provider in the accounts receivable management industry servicing clients nationwide with over 6,000 employees across multiple locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.  

  • Competitive base salary 
  • Benefits offered after 60 days to include: Health, Dental, Vision, and IRA options
  • Paid Holidays after 90 days
  • Paid Time-Off after 90 days
  • Career growth opportunities
  • Fun, innovative culture that will challenge you and support your growth

  

Responsibilities (Who we're looking for)

Requirements:

  • High School diploma
  • 2+ years’ experience in a Third Party Collections Team Supervisor role
  • Demonstrated decision-making skills
  • Analytical skills in order to solve customer and employee related issues
  • Strong PC skills (MSOffice)
  • Excellent organizational skills
  • Strong communications, customer service skills, motivational and interpersonal skills
  • Strong Project and Process Management skills

Qualifications (Why this position)

Team Supervisors at ERC are responsible for managing a single unit which may include multiple client codes. Team Supervisors are responsible for directly teaching, coaching, developing, and managing 10 - 15 agents.

 

Training and Development

  • Review daily collection reports for opportunity (DAS, daily need, NSF, FNA, DCC, etc.) and address any areas of opportunities or concerns.
    Enforce GPS/KPI expectations as well as provide training and documentation to support.
  • Responsible for EOM/mid-month meetings with collection staff to discuss expectations which may include disciplinary measures such as reprimands or placing an employee on probation.
  • Responsible for evaluations of employees monthly and yearly.
  • The TS is responsible for training and developing their staff by completing, but not limited to, the following: side by side review, desk audits, and calibration sessions, completing the mandated monitoring requirement (half prior to mid-month and the remaining half the second portion of the month) and M/R reviews.
  • Responsible for boarding new agents on their assigned project.

Production

 

  • Monitor dialer campaigns, schedules and strategies using reports that include, but are not limited to, dialer reports, dialer schedules, desk builds and company/client work standards to ensure maximum efficiency based on product needs. The reports will also be used to monitor data integrity and to address any areas of opportunity with the TSs and/or their agents.
  • Review of priority accounts on a daily basis for work efforts as well as legitimacy of priority status.
  • Conduct daily inventory management analysis to include, but not limited to:
    Using active inventory reports to ensure owned file desks are building correctly and included in predictive campaigns and to ensure accounts are SLA compliant for each segment of business.
  • Review of all pool groups’ inventory to ensure work efforts are within allowable gap standards.
  • Escalate issues to the OM (i.e., campaign, employee and facility issues, etc.)
    Be the chief motivator of the collection staff, which includes, but is not limited to, staff meetings, rolling out monthly contest incentives, etc.
  • Troubleshoot IT issues as they relate to their unit. The TS is responsible for escalating to OM immediately.
  • Submit ideas and or suggestions to the OM for dialer schedules.


Miscellaneous, Personnel and HR

  • Provide daily updates on staffing to OM as it relates to resignations, disciplinary issues and/or staff compliments. 
  • TS is to enforce and inspect their units to ensure the ERC handbook is being followed. 

 

Job Overview

Date Posted

06/30/2021

Department

Operations

Location

Waycross, GA, US

Wage/Bonus/Pay:

Salary plus monthly bonus potential

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