About this role
Call Center Supervisor
Position Overview:
The Call Center Supervisor assists in trainings, evaluates and monitors on-the-job performance of staff responsible for third party collections. The Collections Supervisor also ensures that the Collectors are meeting production goals and complying with company standards as well as federal collection laws.
Principle Responsibilities as applicable
- Effectively manage and supervise group of 12-18 telephone representatives
- Past and current ability to train, coach and develop company training materials
- Monitor floor activity and both outbound and inbound calls to assist employees/ customers
- The ability to diffuse and take over escalated calls while demonstrating the ability to find amicable resolutions with the customer
- The ability to effectively prioritize tasks and responsibilities for both themselves and their collection team
- Knowledge and understanding of all Federal, State, Local laws and regulatory requirements in the collection industry
- Ensure and monitor that company policies, procedures, quality and compliance are being applied.
- Ability to effectively communicate expectations, consequences as directed by management
- Other duties assigned by management
Principle Objectives and Expectations
- Effective written and verbal communication skills
- Independent problem solving analysis and decision-making skills
- Great attention to detail and accuracy
- Ability to maintain confidentiality
- Proficient knowledge of relevant computer programs such as MS office
- Posses a high level of professionalism
- Must be punctual and dependable
Experience
- Previous collections management experience is required
- Minimum HS diploma or equivalent
Other facts
About NCB Management Services Inc
Founded in 1994, NCB Management Services, Inc. is both a respected National Debt Buyer and full-service Accounts Receivable Management (ARM) Organization. Both businesses leverage the Company's core competencies: its extensive experience collecting defaulted consumer debt, its vast data warehouse and sophisticated analytic capabilities, and an operations infrastructure that is compliant with all the latest regulatory and financial institution and client requirements. NCB services and purchases both non-performing and semi-performing portfolios of unsecured consumer debt such as credit cards, personal loans, and auto deficiencies. The Company's success is largely attributed to its commitment to providing a consistent and dependable service while mitigating headline risk and protecting both its own and its partner’s brand.
NCB is a brand sensitive debt buyer and service provider that recognizes the value of a customer centric approach to collections in an environment that has grown increasingly demanding from a regulatory standpoint. Their reputation as an industry leader stems from the merging of highly skilled representatives with a seasoned management team, flexible proprietary technology, leading edge security, and dedicated back office support.
This agency is licensed as NMLS number: 209072. For more information or to verify license status, visit the NMLS Consumer Access website at https://www.nmlsconsumeraccess.org/
What you'll do
- The Call Center Supervisor manages and supervises a team of 12-18 telephone representatives, ensuring they meet production goals and comply with company standards. They also monitor calls and assist employees in resolving customer issues.
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