Supervisor
Convergent - Missouri

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Duties and Responsibilities:
  • Lead a team of up to 17 agents.
  • Create and implement strategy to ensure performance objectives are met.
  • Organize, direct, and monitor daily activities of agents.
  • Monitor and review individual and team performance.
  • Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required.
  • Monitor and analyze productivity of agents; generate reports based on analysis.
  • Field questions from team and possibly clients; recommend corrective services to address customer complaints.
  • Provide coaching and development feedback.
  • Ensure all client compliance requirements are met.
  • Monitor and ensure compliance with attendance, dress code, and all Company policies.
  • Maintain contact with client as determined by management.
  • Monitor email and voice mail to ensure all communications are up to date and accurate.
  • Ensure all payroll deadlines are met.
  • Ensure daily and monthly performance results are tracked by agent and team.
  • Conduct monthly/annual performance reviews with direct reports.
  • Administer performance improvement plans and disciplinary warnings as needed.
  • Train, motivate, develop and reward agents.
  • Respond to and works to resolve agent concerns in a timely manner.
  • Prepare reports as needed.
  • Perform other duties as assigned by manager. Possess working knowledge of utility industry regulated market credit/collections practices.

Convergent - 15 months ago - save job
About this company
45 reviews