Agent Supervisor

JOB TITLE: Agent Supervisor 

DEPARTMENT:  JusticeTech

REPORTS TO:  Call Center Manager

SUPERVISORY RESPONSIBILITIES: Report concerns to the Call Center Supervisor, provide mentorship to call agents, train new hires, and step in for the Call Center Supervisor as needed. 

JOB LOCATION:  Sulphur Springs, TX

TRAVEL: None 

ESSENTIAL DUTIES & RESPONSIBILITIES: 

• Making and/or receiving calls from defendants 
• Provide guidance to defendants on payment options for delinquent cases 
• Maintain record of defendants on payment plans with GHS 
• Support the Call Center Supervisor and Operations Manager with administrative tasks as needed. 
• Provide updates to the Call Center Supervisor and Operations Manager on team progress and any issues. 
• Train new call agents as required. 
• Serve as a liaison between management and the team, conveying goals and clarifying responsibilities. 
• Process return mail and mark as bad address in GHS system 
• Skip tracing for good address and phone numbers as scheduled/needed 
• Assist with morning mail and afternoon mail duties as needed 
• Assist with weekly mailer as needed 

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):  

• High School Diploma 
• Basic computer knowledge and keyboarding skills 
• Basic math skills 
• Ability to troubleshoot minor issues 
• Ability to use reasoning and deduction to locate accurate information 
• Must be able to maintain focus and be self-motivated 

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):  

• Computer experience preferred 
• Bilingual preferred but not required