Call Center Team Manager

The Call Center Team Manager is responsible for the management of all aspects of their assigned team. This position will manage and execute programs, policies, and systems to improve customer experience and business processes. In addition, this position will be responsible for hiring, training, developing, and motivating a team to achieve business goals and ensure compliance with policies. 

• Oversee an assigned segment of Operations activities to monitor performance, manage overall quality and customer experience, and continuously drive process improvement. Directly supervise employees
• Exercise management authority concerning staffing, performance evaluations, and terminations.
• Review and approve employee time sheets and requests for time off.
• Motivate team members to ensure individual goals are met on a daily, weekly, monthly, and annual basis.
• Conduct monthly coaching sessions with team members based on scorecard results, phone monitoring, and side by side floor observations
• Review, analyze, and interpret reports to gauge team performance and develop collections call operations strategies for improvement
• Conduct team meetings and continuous training sessions with respective team or the department
• Support the development and maintenance of departmental operating procedures, including ensuring compliance with regulatory agencies, and communicate changes to team members as needed
• Apply policies, procedures, and guidelines appropriately and exercise sound judgment to ensure consistency and compliance with company policies and regulatory agencies
• Handle escalated calls and disputes and maintain professional phone etiquette skills