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Supervisor Call Center
$75,000 - $75,000/Yr
Asset Protection Unit - Amarillo, TX
posted 2 months ago
Full-time - Mid Level
Remote - Amarillo, TX
11-50 employees
Professional, Scientific, and Technical Services
About the position
The Supervisor of the Call Center at Asset Protection Unit (APU) is responsible for leading a team of recovery specialists in managing outbound and inbound calls to recover claim overpayments. This role involves hiring, training, and coaching team members to meet recovery goals while fostering a supportive and communicative work environment. The Supervisor will also analyze performance data, provide feedback, and ensure compliance with call center objectives.
Responsibilities
- Hire and train recovery specialists to handle calls effectively.
- Monitor and evaluate the performance of recovery specialists.
- Provide ongoing coaching and support to team members.
- Prepare and perform monthly and annual performance reviews.
- Handle difficult calls and resolve issues as needed.
- Analyze data to assist in setting call center recovery goals.
- Collaborate with other supervisors to maximize recoveries.
- Create weekly workloads for recovery specialists.
- Approve or deny PTO requests according to APU policy.
- Communicate with clients and participate in conference calls when necessary.
Requirements
- Bachelor's degree in business, accounting, business management, or related field or equivalent experience.
- 1 year of experience in a managerial position with at least fifteen direct or indirect reports.
- Operational or processing leadership experience required.
- Proficiency with technology, especially computers and software applications.
- Exceptional verbal and written communication skills.
- Strong problem-solving and customer service skills.
- Ability to remain calm under pressure and navigate tense situations.
Nice-to-haves
- 3 to 5 years of experience in a managerial position with supervisory direct reports.
- Experience in managing audit departments.
- Intermediate Windows & MS Office skills.
Benefits
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- Paid time off
- Vision insurance
- Opportunities for advancement
- Generous 401k contributions
- Starting Paid Time Off (PTO) 17 days your first year
- Holiday pay
- Historical Christmas Bonus Payments
- Monthly 15 Minute Chair Massages
- Fun Committee Activities
- Work from home opportunities
