Titulo de empleo: Operations Supervisor
Tipo de Empleo: Permanente
Tipo de vacío: Full-time
Industria: Call Centre and Customer Service
Experiencia: Customer Service
Empleo publicado: 08-03-2019
Identificador del Empleo: 32356
Nombre de contacto: Isabel Sosa
Email de contacto: isabel.sosa@napsmexico.com

Descripción del Empleo


Call Center Supervisor



The Call Center Supervisor is responsible for the successful management of their Call Center

team, developing and coaching Account Advisors to increased success, focusing on servicing

current accounts and collecting on past due accounts while analyzing team performance and

delivering a best-in-class customer experience to our borrowers and clients.

Primary Responsibilities


• Monitor the Quality Assurance of the procedures your group processes

• Provide necessary coaching to ensure efficient running of the department and keeping delinquency down at acceptable levels based on goals given monthly

• Ability to develop and maintain collections process improvement

• Monitor workflow and operational efficiency to implement changes and improvements

• Analyze and respond to trends in volume fluctuation, product mix, regulatory changes and Client requirements

• Perform QA monitoring as a mechanism to identify risk and to ensure that procedures are followed and risk controls maintained

• Keeps current on new developments in areas of responsibility and makes necessary policy and process change recommendations to Management

• Seek opportunities for automation and submit necessary requirements to Management

• Assist call center with questions and concerns they may have on accounts

• Understand client matrix and all client training guides so you can successfully give direction to staff

• Monitor real time queue system and ensure minimum requirements are met

• Recommend to management when corrective action steps need to be taken

• Establish expectations and turnaround times for your group

• Ensure staff is productive and efficient

• Follow up on deadlines and productivity of the staff in your group

• Interview and assist with hiring additional staff for your group

• Train your group on new product offerings, new procedures and troubleshooting

• Responsible for handling all escalated borrowers

• Address, resolve and document any staff related occurrences

• Perform annual performance reviews

• Special projects as assigned by management to ensure operational effectiveness


Position Requirements:

• Requires three (3) years of collection experience

• Knowledge of collection laws required. Knowledge of various asset classes preferred


• High School Diploma or equivalent required

• Working knowledge of software such as Microsoft Windows and Microsoft Office Programs, and various Internet Browsers preferred

• Must have good communication and organization skills. Must be capable of handling diverse duties and changing deadlines


Physical Requirements:

The work is of an intellectual nature. While performing the functions of this job, the employee is required to stand and sit for prolonged periods. Specific vision abilities required include close and medium distance vision and the ability to adjust focus. Must be able to hear normal sounds, distinguish sound as voice and communicate through human speech. This position requires the ability to operate a keyboard, computer mouse, telephone, fax, copier, writing tools, scissors, and other standard office equipment.