Collections Supervisor

COME GROW WITH US! Radius Global Solutions is looking for a competent Collections Supervisor to join our Montego Bay Jamaica Team!

We are looking for a competent Collections Supervisor to organize and direct the staff of a leading project. You will be responsible for assessing their work and give them feedback to maximize performance.

General description of position: 

The supervisor is responsible for managing a team of agents/representatives. The supervisor’s main role is to coach and develop agents. Ensure individual agents are performing against targets by reviewing agent’s performance and coaching them to do so. The supervisor needs to understand the KPIs of their programs and manage them accordingly. Supervisors motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility. 

Competencies: 

• Bringing out the best in others to achieve maximum performance
• Following through on inquiries and projects to ensure completion
• Managing the performance of others with seriousness and tact
• Exhibiting patience to appease the most difficult clients
• Committing to exceptional customer service
• Multitasking with ease to handle the needs of various reps at the same time. Basic leadership skills (team building, training, motivation skills, organizational communication)
• People skills (interpersonal relations building, assertive communication, positive attitude development, cooperation and integration skills)
• Results oriented
• Proactive
• Adaptable
• Evaluation of performance
• Basic feedback and coaching skills

Responsibilities include but are not limited to: 

• Oversees day-to-day team’s performance
• Ensure accounts goals are being met by each agent
• Ensure all goals set for agents follow the S.M.A.R.T criteria
• Do regular performance evaluations
• Create a healthy and motivating work environment
• Monitor team performance on an hourly basis
• Motivate team members
• Discover training needs and opportunities and let the supervisor and training department know about them
• Resolve agent’s issues or conflicts or escalate if support from the supervisor or other areas is needed
• Keep upper management informed of highlights and lowlights
• Understand and communicate bonus structure to the team members
• Motivate the team, reward and recognize performance
• Make sure proper documentation, physical and/or electronic, is in place for KPI audits
• Plan and organize team building activities to create engagement with the team
• Identify the team’s strengths and weaknesses to understand how and what to work with each individual
• Attend to all trainings
• Lead by example
• Close follow up on 30, 60, 90 days new agents’ performance

Duties include but are not limited to: 

• Ensure all agents are up and running
• Make sure all agents scheduled are logged in on time and ready to take calls
• If there are agents absent, try to contact them and find out if you can count on them for the day
• Send out attendance email
• If there are system issues, trouble shoot or send out an email to the IT or Telco team depending on the situation
• Document all incidents in the tracker
• Follow up on RTA call outs 

Check your email:

• Look for open items, updates, urgent matters, or anything that will have an impact in the rest of your day 
• Answer important/high priority emails 
• Review if there are important updates. If any, send out an acknowledgment email to your supervisor. We need to know you are 100% clear on it before you roll it out to the agents 
• Hourly Report & Adherence Report 

Meet & Greet or Team Huddle or Teams Messages:

• Build rapport 
• Review previous day results 
• Set the expectations for the day 
• Share updates 
• Game plan and strategies for the day to improve results 
• Any gamming activity for the day 
• Make sure all agents are aware of updates and make sure they fully understand them
• Daily planner / EOD recap    - Perform and complete the sections of the planner:

• KPI metrics
• Attendance
• Focus agents and action plans
• Today’s action summary
• Incidents
• Other
• Supervisor checklist  

One-on-Ones:

• Weekly One-on-One with the agents
•  25min to 30 min per agent
• Get to know your agent
• Review scorecard from previous week
• Coach the agents – show them what specific actions they need to perform or what specific behaviors they need to change in order to improve
• Review Bonus results – show them what’s in it for them, show them how their performances impact their bonus
• Weekly one-on-one with supervisor
• Attend any one-on-one coaching & development session as needed

Audit agents:

• Review QA scores and provide feedback with agents 
• Review of QA disputes 
• Perform at least 2 QA checklists per agent per week 
• Passive monitoring (Prerecorded calls) 
• Live monitoring 
• DNC process 
• PTP process 
• Wrap-up + NR
• Short call audit
• Dispositions 
• Recurrent offenders on excessive hold times, short duration calls or any other suspicious behavior 
• Floor walk wearing your vest if you are not working from home 

Calibration:

• Attend and participate in Internal Calibration and Client’s Calibration 
• Work with QA to make sure the variance in the scores of these sessions with the client and the QA team are minimal 

Rewards:

• Suggest activities based on budget approval 
• Power Hours 
• Wow Calls 
• Gamming 
• Provide rewards and recognition. Use teams and connect for this if you are working from home 

Call Taking: 

• Take escalation calls when needed 
• Take call support when needed 

Disciplinary Process:

• Provide any necessary disciplinary process 
• Issue PIP when needed 

Agents’ documentation in order and up to date. It can be paper or electronic

• Scorecards
• One-on-one sessions
• Coaching
• QA checklists
• PIP plan
• Disciplinary process 

Follow up on WFM recommendations 

• Make sure agents know their schedule 
• Follow up on RTA call outs 
• Any additional support if needed 

Training 

• Assist with management trainings when required
• Assist with account training when required
• Follow-up on agents training needs 

Follow up on agents' requests:

• Vacations
• HR
• Payroll
• Schedules
• Medicals – Sick Forms

Experience and skills:

• At least two years of experience as a supervisor in the call center industry
• Experience in collections is essential
• Leadership skills and people skills 
• Excellent time management skills
• Working knowledge of MS Office
• Microsoft Excel (Beginner -Intermediate level) 
• Human motivation skills
• Meeting management 
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Proficient in English
• Outstanding communication and negotiation skills
• Results-driven
• Excellent organizational skills
• Ability to work well under pressure

Education Level  

University degree, completed program, or studying business administration, industrial engineering, marketing or similar field /High School Diploma

Flexibility requirements:

• Must be able to work in office
• Must be able to work national holidays & weekends.
• Must be flexibility to work any shift between the hours of 7am and 11pm any day of the week.

Our employees enjoy the following benefits: 

• Competitive hourly rate
• Free Wi-Fi
• Annual merit pay increases
• Pension retirement plan with contributions from Radius
• Free transportation
• Excellent opportunities for advancement
• Contests prizes & giveaways
• Health, Dental, Vision, and Life Insurance
• Permanent employment (no contracts)

CANDIDATE MUST BE ABLE TO PASS A CRIMINAL BACKGROUND CHECK

We thank all applicants; however, only qualified candidates will be shortlisted.