Call Center Collection Supervisor

$63,000 - $67,000/Yr

Employment & Training Centers - Houston, TX

Full-time - Mid Level

Houston, TX

Administrative and Support Services

About the position

The Call Center Supervisor is responsible for overseeing the performance and productivity of call center staff, ensuring that service quality and departmental goals are met. This role involves managing escalated customer inquiries, conducting performance reviews, and providing coaching and feedback to team members. The supervisor collaborates with management to implement disciplinary actions when necessary and ensures compliance with financial reporting protocols.

Responsibilities

• Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
• Prepares and delivers performance reviews for assigned staff.
• Provides immediate constructive feedback on performance and develops action plans for continuous improvement.
• Manages escalations by identifying issues, determining resolutions, and preparing detailed synopses for approvals.
• Collaborates with management to recommend appropriate actions for performance and conduct issues in accordance with HCTRA's policies.
• Reviews financial reports for auditing inventory and processed transactions.
• Approves time off requests to ensure adequate staffing.
• Monitors and tracks daily time and attendance, including breaks and lunches.

Requirements

• High School diploma or G.E.D. equivalent from an accredited institution.
• Minimum four years of experience in customer service and call center environment.
• Minimum five years of experience in collections, banking, and customer service-call center.
• Minimum three years of supervisory experience.
• Strong supervisory skills and customer service skills with expertise in de-escalations and negotiations.
• Excellent communication (written and verbal) and interpersonal skills.
• Working knowledge of personal computers and related software, including Microsoft Office.

Nice-to-haves

• Experience with Microsoft Office (3 years preferred).

Benefits

• Health insurance