Overnight Processing Services Team Leader

Overnight Processing Services Team Leader

Requirements

• H.S. Diploma or GED
• 2+ years Collections, Customer Service, General Call Center, Processing Services experience

Responsibilities

• Provides high quality and efficient customer service through the daily management of a team.
• Responsible for hiring, motivating, recognizing, rewarding, coaching, counseling, training direct reports.
• Responsible for overall team development, performance and customer experience while adhering to regulatory requirements.
• Develops and coaches teams to be able to identify, manage, and escalate risk, and effectively manages risk within the teams you oversee.
• Manages team performance to achieve or exceed established goals.
• Proactively monitors daily activities of direct reports.
• Implements and executes established business strategies.
• Manages workflow through the delegation and reassignment of work activities.
• Develop contests and awards that increase employee loyalty and focus.
• Document coaching, counseling and corrective action of direct reports.
• Ensures that activities of the team are in compliance with company policies and procedures, and applicable local, state, and federal laws.
• Performs general administrative tasks including timekeeping, Workday transactions, access requests, etc.
• Manages a team with responsibility for hire/fire decisions, performance appraisals, and pay decisions.
• Provides guidance to employees on how to handle challenging issues.
• Utilizes discretionary authority to approve exceptions to procedures to resolve escalated issues.
• Monitors feedback on a regular basis and escalates issues as appropriate.
• Maintains emotional consistency during times of ambiguity.
• Spend time on the production floor pushing cages, operating equipment, lifting trays, and moving inventory to ensure the success of the team and department.
• Recommends improvements to processes and procedures to improve overall performance, results, and customer experience.
• Supports and drives change initiatives.

Preferred Qualifications

• 4+ years Collections, Customer Service, General Call Center, Processing Services experience
• 2+ years Leading/managing employees experience