Floor Support Supervisor

***THIS IS A POSITION TO WORK 100% ON SITE***

The Floor Support Supervisor will oversee the daily operations of different collection teams and will drive operational improvement, consistently by coaching and providing actionable feedback to promote career development while maintaining collections KPI?s and client satisfaction.

Key responsibilities include:

- Provide leadership to different teams and responsible for overall production and performance of different teams.
- Maintain, within the teams, adequate discipline and adherence to all compliance requirements as established by OM and clients.
- Experience in managing, reviewing, interpreting, and running data analytical reports to continuously improve teams' productivity.
- Provide team motivation and development to maximize opportunities.
- Monitoring of individual and team results to identify and act on both positive and negative performance.
- Provide regular feedback to agents regarding performance and areas of opportunity.
- Serves as liaison to our company and client representatives to implement requirements and develop initiatives.

REQUIREMENTS

- 1 -2 years of experience in contact center floor operations, demonstrating success in meeting goals and quality expectations.
- Track record of leading and developing multiple teams successfully.
- Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results.
- Working knowledge of the FDCPA, HIPAA, first and third-party collections, and automatic dialer systems preferred.
- Intermediate to advanced computer skills in Microsoft Office Word, Excel, PowerPoint
- Bilingual and fluent in English and Spanish. (Oral and written)
- Bachelor's degree in business administration or equivalent combination of education and professional business experience required.