Team Leader, Management

Job Description:

Purpose of the Position

The TEAM LEADER - VZ FRAUD PH has overall responsibility for the group of employees assigned to them. The TEAM LEADER - VZ FRAUD PH is accountable for their team's daily performance and staff development. This includes managing all staff activities, such as attendance, call volumes, daily production goals, and ongoing training. TEAM LEADER - VZ FRAUD PH will provide the leadership necessary to meet established goals and support the company's core values.

The TEAM LEADER - VZ FRAUD PH must have a strong working knowledge of their specific department's programs and their client's policies and procedures.

Education and Experience Preferences

• Bachelor's Degree recommended but not required
• Minimum of 1-2 years of previous management experience; preferably in a call center or fast paced high volume environment
• Experience managing a team of 15-20 associates
• Previous management experience in the following areas (all or any): call center, collections, sales, Fraud and/or customer service preferred.
• Proven experience with coaching & performance management, decision making, driving results, and interviewing
• Excellent verbal and written communication skills
• Ability to work flexible schedules to include nights, weekends, and/or holidays
• Familiarity with technology, including general business tools such as e-mail, MS Word and Excel, as well as collection-specific or customer service systems

Duties and Responsibilities

• Manage the day-to-day operations of a centralized collection unit, typically 15-25 collectors. Stages of delinquency may vary between early/late-stage accounts that are pre-charge off.
• Develop and assist staff to drive performance to meet or exceed key performance indicators (KPI's), revenue goals, quality/compliance standards, as well as being compliant with client and company requirements and expectations.
• Coach and train staff through call monitoring that is completed remote or side by side and provide effective feedback.
• Responsible for managing their team and executing in the following areas related to Customer Experience

• Call Monitoring Requirements that will be set based on internal and client expectations
• Net Promoter Score Results at the team and individual level as required by the clients
• Quality Assurance and Compliance Scorecard Results as established by internal and client expectations
  • Monitor to ensure staffing levels are in line with expectations, and partner with the Manager or Director of Operations as soon as trends are recognized. This includes the following:

• Managing staff PTO to ensure there is appropriate coverage at all times
• Schedule Adherence
• Availability and agent/team productivity
  • Assist employees in developing and being able to execute exceptional negotiation skills by utilizing all available company tools as well as one on one and group sessions.
  • Provide input for development as well as ensure the tactical execution of the following areas (as a minimum):

• Process Improvements with focus on operational efficiency
• Client Expectations
• Process Controls
• Performance Management and administering performance appraisals
• Make recommendations for pay increases, promotions, and terminations
• Incentive and Compensation Plans
• Development of staff
• Cross Functional Relationships
  • Review existing daily reports as provided to you by support or operations management. Analyze and develop action plans for your associates based on these reports; coach and train associates to meet and exceed expectations as outlined in those action plans.
  • Complete any reports, including call production, accounts worked, payroll, attendance, contest participation or other internal paperwork accurately and on time.
  • Ensure that client requirements regarding portfolio management, work standards, settlements, and other special handling are met.
  • Participate in client site visits as required.
  • Other duties and responsibilities as assigned by their Operations Manager or Director.
  • Serve as a positive role model and mentor to staff, creating a positive environment and promoting the CBE Culture by living out the values and developing your staff to do the same.
  • The Company reserves the right to change or assign…