Team Lead

Job Description:

Purpose of the Position

The Supervisor of Operations, CBE Philippines has overall responsibility for the group of employees assigned to them. The Supervisor of Operations, CBE Philippines is accountable for the department's daily performance and staff development. This includes managing all staff activities, such as attendance, call volumes, daily production goals, and ongoing training. Supervisor of Operations, CBE Philippines will provide the leadership necessary to meet established goals and support the company's core values. The Supervisor of Operations, CBE Philippines must have a strong working knowledge of their specific department's programs and their client's policies and procedures.

Education and Experience Preferences

• 4-year degree required.
• Minimum of 3 years management experience in the Call Center/BPO Industry
• Knowledge of laws and regulations pertaining to the collection of debts, including, but not limited to: FDCPA, FCRA, The Privacy Act, HIPAA
• Collections and/or Customer Service team management experience required.
• Awareness of Philippines laws and regulations relating to the employment of personnel
• Proven ability to lead, motivate, and coach personnel
• A proven track record of production in Admin/ Ops or equivalent experience.
• Excellent verbal and written communication skills
• Familiarity with technology, including general business tools such as e-mail, MS Word and Excel, as well as collection-specific or customer service systems

Duties and Responsibilities

• Develop and assist staff to drive performance to meet or exceed key performance indicators (KPI's), revenue goals, quality/compliance standards, as well as being compliant with client and company requirements and expectations.
• Coach and train staff through call monitoring (utilize speech analytics and side by sides), mentor and provide effective feedback.
• Responsible for managing their team and executing in the following areas related to Customer Experience
• Call Monitoring Requirements that will be set based on internal and client expectations
• Quality Assurance Scorecard Results as established by internal and client expectations
• Monitor to ensure staffing levels are in line with expectations, and partner with the Manager of Operations as soon as trends are recognized. This includes the following:
• Managing staff PTO to ensure there is appropriate coverage at all times
• Schedule Adherence
• Availability and agent/team productivity
• Assist employees in developing and being able to execute exceptional negotiation skills by utilizing all available company tools as well as one on one and group sessions.
• Provide input for development as well as ensure the tactical execution of the following areas (as a minimum):
• Process Improvements with focus on operational efficiency
• Client Expectations
• Process Controls
• Performance Management
• Inventory Management
• Incentive and Compensation Plans
• Development of staff
• Cross Functional Relationships
• Review existing daily reports as provided to you by support or operations management. Analyze and develop action plans for your associates based on these reports; coach and train associates to meet and exceed expectations as outlined in those action plans.
• Complete any reports, including call production, accounts worked, payroll, attendance, contest participation or other internal paperwork accurately and on time.
• Ensure that client requirements regarding portfolio management, work standards, settlements, and other special handling are met.
• Participate in client site visits as required.
• Other duties and responsibilities as assigned by their Operations Manager or Director.
• Serve as a positive role model and mentor to staff, creating a positive environment and promoting the CBE Culture by living out the values and developing your staff to do the same.
• The Company reserves the right to change or assign other duties to this position as appropriate.
• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
• Must be able to remain in a stationary seated position up to 85% of the work shift.
• Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
• Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
• Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.
• Must be able to communicate with consumers and maintain compliance with all federal, state, and local laws, rules, and regulations.
• Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.

Accountability/Measurement

• Revenues and Profit Contribution by Portfolio
• Measurement:
• Profit contribution
• Audit performance (Internal / external)
• Staff Turnover
• Compliance
• Other measurements as developed and approved
• Organization
• Measurement:
• Positive image with clients and community
• Positive image with vendors
• Positive image with prospective clients
• Positive image with staff
• Good working relationship with other CBE personnel in other divisions and subsidiaries

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.