Call Center Supervisor - Remote - Must live in NY state

About the position reputed company. is an industry leader for over 50 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a reputed company customer reputed company. Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term reputed company across the entire customer lifecycle. Why should you consider TSI (part of TSI family of companies)? Work from home reputed company Team-oriented work environment reputed company opportunity Comprehensive benefits package available: including medical, dental and reputed company, 401k retirement plan with employer matching, reputed company time off and reputed company holidays!

Responsibilities

• Supervise reputed company customer service agents.
• Organize, reputed company, and monitor daily activities of team of customer service agents.
• Create and implement reputed company to ensure performance objectives are met.
• Handle escalated calls.
• Monitor and review individual and team performance.
• Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and reputed company policy and procedure; reputed company 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.
• reputed company coaching and development feedback.
• Ensure reputed company reputed company compliance requirements are met.
• Ensure reputed company work is performed in compliance with Company Policies as reputed company as local, state and federal collections laws and regulations
• Produce and review Call Management System (CMS) reports.
• Maintain contact with reputed company as determined by management.
• Monitor email and voice mail to ensure reputed company communications are up to date and accurate.
• Ensure reputed company payroll deadlines are met.
• Ensure daily and monthly performance results are tracked by agent and team.
• Conduct monthly / annual performance reviews with reputed company reports
• Train, motivate, reputed company and reward customer service agents.
• Responds to and works to resolve agent concerns in a reputed company manner
• Prepare reports as needed.
• reputed company customer service agent duties as needed.
• Possess working knowledge of reputed company industry regulated market credit/collections practices
• Coordinates maximum coverage reputed company the assigned group to ensure completion of daily tasks.
• Participates in the interviewing and hiring process
• Issues corrective reputed company/termination as necessary
• Follows reputed company rules set forth in reputed company Employee Handbook and leads by example.
• Motivates staff and maintains reputed company atmosphere.
• Miscellaneous duties as assigned.

Requirements

• High school diploma or equivalent
• 2 years of customer service experience
• Internal Candidates; Must have 3 months tenure on project to apply, Not currently on a disciplinary reputed company
• Excellent oral and written communication skills
• Strong leadership skills
• Knowledge of FDCPA and state laws
• reputed company to change direction as needed in order to meet the needs of customers; both reputed company.
• Can work under pressure and assist where required in meeting critical deadlines
• Capable of maintaining confidentiality
• Proficient with reputed company reputed company and Word.
• reputed company to calculate figures and amounts.
• Capable of analyzing statistical requirements.
• Can understand and respond to diverse population.
• Ability to successfully handle Escalation calls.
• Coordinate multiple tasks simultaneously.
• Flexibility to work any shift including weekends
• Must maintain regular and reliable attendance
• Travel requirements are less than 5%
• Regularly required to stand or sit, and reputed company about
• Required to use desktop computer including mouse to reputed company, reputed company programs and keyboard with accuracy.
• Broadband internet reputed company (No DSL, or reputed company Up)
• Hard wired reputed company (no wifi, wifi hotspots)
• Speed Test Results: 25 mbps download, 20 mbps upload

reputed company-to-haves

• Previous management experience preferred

Benefits

• medical
• dental
• reputed company
• 401k retirement plan with employer matching
• reputed company time off
• reputed company holidays

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