Floor Supervisor, Customer Service​/HelpDesk

# Floor Supervisor Hot Job Carrollton, TX 75007## Overview Position Type Full Time Job Shift Day Education  Level High School## Description
** POSITION**:
Call Center Supervisor Ensure optimal workflows are in motion and forecast, prioritize, delegate, and oversee workflow to deliver superior customer service to clients and customers.
** LOCATION**:
In-Office | 4120 International Parkway Suite 1100, Carrollton, TX, 75007|
** WEBSITE:*
* ** Summary**:

The Collections Supervisor is responsible for managing and overseeing a team of call center agents. Motivates and supports agents through feedback and communication. Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls when needed.
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* Essential Duties and Responsibilities:

*** Monitors Collection Agent performance utilizing all available call center tools.
* Coaches Collection Agent as needed to increase productivity, quality and professionalism to an acceptable level.
* Performs all required administrative tasks and documentation.
* Conducts call calibrations with assigned Agents to ensure client standards are met.
* De-escalates consumer calls as needed to prevent complaints.
* Provides daily communications and information with team to ensure client performance targets are met.
* Motivates Collections team by performing various morale building and team building activities.
* Communicates with Workforce to identify production concerns.
* Achieve Company production goals and standards for servicing delinquent accounts without sacrificing quality of service.
* Ensures Collectors follow Client Operating Standards, State and Federal Legal Requirements and Regulation in regard to Collections.
* Ensures application and enforcement of all Company policies and procedures.
* Prepares and delivers regular performance feedback and reviews to assigned agents.
* Recommends changes to strategy to continuously increase and maximize portfolio performance.
* Mentors Supervisors in Training as assigned.
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* Schedule:

** Availability from Monday-Saturday from 8am-6pm.
** Compensation:** $45,
** Requirements**:
* Minimum of 3 years of collections experience and at least 1 year of call center Supervisory experience.
* Working and proficient knowledge of Microsoft Word and Excel.
* Strong ability to multi-task and work independently under high pressure, deadlines and goals.
* Must have excellent interpersonal skills and great telephone etiquette.
* High School Diploma/GED required
* Authorized to work in the United States
* Client requirements for this campaign require a clean background check and a negative drug test result
** SWC Group Benefits:
*** Paid Holidays and CPL (Comprehensive Paid Leave)
* Medical, Dental and Vision Insurance
* Life Insurance
* Short-Term and Long-Term Disability Plans
* HSA (Pre-tax) Savings Account
* 401(k) Plan with matching contribution
* Employee Referral Bonus
* Paid Training Program Please feel free to contact us for further questions at  or via email at