Coordinates maximum coverage within the assigned group to ensure completion of daily tasks
Reviews processes for efficiency and makes process updates and improvements
Creates and implements strategy to ensure performance objectives are met
Participates in the interviewing and hiring process
Provides coaching and development feedback
Issues corrective actions/terminations as necessary
Conducts monthly / annual performance reviews with direct reports
Responds to and works to resolve agent concerns in a timely manner
Handles escalated calls
Motivates staff and maintains a team atmosphere
Follows all rules set forth in the Employee Handbook and leads by example
Ensures all work is performed in compliance with Company Policies, client mandates as well as local, state and federal collections laws and regulations