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ARS National Services · 6 days ago

Supervisor, Collections

Houston, Texas, United States

Full-time

Onsite

Mid Level

ARS National Services is a leader in call center operations, seeking a Collections Supervisor to manage and develop a team of Account Representatives. The role focuses on driving revenue performance through effective leadership, coaching, and maintaining high standards of customer and employee experience.

Information TechnologyRoboticsSoftware

Responsibilities

Build a highly functioning team of Account Reps who consistently meet productivity and work effort targets

Ensure Account Representative performance and quality target levels are met and maintained

Execute a prescribed inventory management process and dial strategy

Identify skill gaps, diagnose behavioral drivers, and coach to improve

Drive the performance management process, including compliance coaching, productivity coaching, recognition and retention, and the completion of the annual review process for direct reports

Act with authority and discretion to resolve escalated customer calls and complaints

Maintain up-to-date level of client and procedural knowledge by being attentive to and acting upon changes communicated through internal Change Communication Process, including email updates, team meetings, trainings and other shared messages

Develop solutions dedicated to fostering a positive work environment, teamwork, growth and high morale within the department

Conduct mandatory call listening sessions (real-time or recorded calls), regular team meetings, and individual coaching sessions to ensure that all Account Reps are creating a positive customer experience

Exercise regular discretion in management of employees

Direct the work of employees, set individual and team hours of work, appraise employee productivity and effectiveness via reporting, update and maintain coaching log, and manage behavioral issues

Responsible for scheduling direct reports to meet all production deadlines, including time-off requests, and ensuring work time is recorded properly

Provides site-wide coverage to ensure a supervisor or manager is always on site and available to support Account Representatives

Qualification

Collections supervisory experienceMicrosoft ExcelMicrosoft OutlookHighly organizedCoachingDetail orientedCustomer focusCollaborationCommunicationTeamwork