Call Trend Monitor

Applicants must have current authorization to work in the United States on a full-time basis.

The Call Trend Monitor I is responsible for monitoring and reviewing calls, using established methodology, for the purpose of identifying areas of opportunity and ensuring proper application of call handling procedures.

RESPONSIBILITIES Listen to assigned pool of Account Manager phone calls and grade the call using established scoring parameters and tools. Identify areas of opportunity, application of proper call handling procedures, usage of the call model and provide leadership and training departments with potential solutions to Account Manager knowledge gaps for the purpose of determining additional training needs which can include upskilling, material, process enhancement, etc.

Export and summarize the grading from SharePoint and the call from Encore Call Listening to provide daily communication of call scoring and findings to the applicable Group Manager, Division Manager, and Operations Training resources.

Listen to assigned poor of Account Manager phone calls and grade the call using newly established scoring parameters and tools. Identify adoption and efficacy areas of opportunity, application of new call handling procedures, usage of new material and provide leadership, training departments and stake holders with potential solutions to Account Manager knowledge gaps for the purpose of determining additional training needs which can include upskilling, material, process enhancement, etc.

Perform other duties, as assigned.

MINIMUM REQUIREMENTS

EDUCATION:

High School Diploma FIELD OF STUDY:
Major;
Concentration

EXPERIENCE:

1+ Year of experience in an account manager role or similar field.

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

Knowledge of FDCPA, Call Model, and Call Center procedures.

Proficiency with Outlook and Excel.

Excellent written communication skills.

Starting Compensation Hourly Rate: $13.89 - $18.03 (Amount based on office location, relevant experience, skills, and competencies)
If you are wondering why you should work for us, here is something to help you decide:

Pay and Bonuses:
Earn a competitive salary. All employees are eligible for monthly incentives or annual bonus.

Career Progression:
Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.

Reward and Recognition:
We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.

Tuition Assistance:
Pursue a degree or coursework related to your current role, or the role you are striving for.

Healthcare Insurance:
Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.

Volunteering Opportunities:
Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US $ 2,500 per employee annually.

Retirement Savings:
Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.

New Family Support:
Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.

Team-building:
Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.

Work-Life Balance:
Enjoy paid and floating holidays, as well as generous paid-time-off.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing,…