TEAM LEAD, SUPPORT SERVICES in Earth City, MO at Parallon

Date Posted: 7/7/2018

Job Snapshot

Job Description

The Support Services Team Lead assists the Unit Manager by giving day-to-day direction for operations support staff in performing daily responsibilities.
Essential Job Functions
  • Perform ops support activity based on needs of Bad Debt and Early Out collection queue/production goals.
  • Work with Unit Manager to ensure the operations staff is capable of handling current production goals within department.
  • Provide feedback to Unit Manager on new hire progress, surfacing issues or other actions that should be taken to improve/maintain success.
  • Provide first level help to operations staff by answering questions, addressing escalated issues, researching customer accounts or providing feedback to staff.
  • Participate in weekly taping sessions with Unit Manager and staff members as assigned.
  • Perform weekly QA audits in each company. Achieve and maintain acceptable scores and functions as outlined in the QA program. Maintain prompt and accurate documentation outlining all steps of the QA program that have been taken in individual organized files.
  • Provide feedback to Unit Manager on staff performance.
  • Maintain a working inventory of accounts; managing a queue of problem accounts and provide other supervisory resolution action as needed.
  • Prepare daily and weekly reports as needed as to the status of the MTD production goals.
  • Conduct weekly rap sessions with staff members and provide updates to the Unit Manager regarding issues discussed.

Job Requirements

Knowledge: Working knowledge of collections. Capable of meeting production goals. High school diploma or equivalent plus advanced relevant formal training.

Experience: Minimum 2 to 3 years’ experience in collections, customer service or equivalent with a proven track record of meeting production goals on a regular basis with experience in providing training and feedback to less experienced collectors. Experience with standard office software products a must.
Skills/Aptitudes: Demonstrated communication and problem solving skills and the ability to act/decide accordingly. Ability to collect, create and research complex or diverse information. Exceptional customer service and the ability to plan organize and exercise sound judgment.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.