PM Collection - Supervisor in Johnson City, TN at ACT

Date Posted: 8/15/2019

Job Snapshot

Job Description

Advanced Call Center Technologies
Job Description
  • Monitors associates real-time productivity to achieve production and revenue goals.
  • Coaches and develops associates to improve quality, performance and productivity.  Develops and implements goals and action plans as needed.
  • Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
  • Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.
  • Ensures associates adhere to company and client policies and standards.
  • Tracks and reports the associates daily performance and productivity.
  • Monitors and maintains work volume statistics.
  • Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies. 
  • Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.
  • Assists in determining work procedures, prepares work schedules, and expedites workflow.
  • Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
  • Completes and presents associate’s annual performance appraisals.
  • Conducts job candidate interviews and makes hiring decisions with assistance from HR. 

Supervisory Responsibilities

Directly supervises 8-12 employees in a call center production environment. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Must have previous Supervisory experience, prefer call center experience. 

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