Responsibilities

• 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

Qualifications <...