Account Control Technology
Supervisor - Operations
US-NY-Arcadia
Job ID: 2025-2190
Type: Full-Time
# of Openings: 1
Category: Management
Arcadia, NY
Overview
Work Location: This is a remote/work from home position – Must be located in NY to apply/be considered for this position
Compensation: $60,405.80 exempt/annual salary
Transworld Systems, Inc. is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.
Why should you consider TSI (part of TSI family of companies)?
- Work from home
- Paid training
- Team-oriented work environment
- Growth opportunity
- Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!
Responsibilities
- Supervise a team customer service agents.
- Organize, direct, and monitor daily activities of team of customer service agents.
- Create and implement strategy 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 client policy and procedure; provide 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.
- Provide coaching and development feedback.
- Ensure all client compliance requirements are met.
- Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
- Produce and review Call Management System (CMS) reports.
- Maintain contact with client as determined by management.
- Monitor email and voice mail to ensure all communications are up to date and accurate.
- Ensure all payroll deadlines are met.
- Ensure daily and monthly performance results are tracked by agent and team.
- Conduct monthly / annual performance reviews with direct reports
- Train, motivate, develop and reward customer service agents.
- Responds to and works to resolve agent concerns in a timely manner
- Prepare reports as needed.
- Perform customer service agent duties as needed.
- Possess working knowledge of utility industry regulated market credit/collections practices
- Coordinates maximum coverage within the assigned group to ensure completion of daily tasks.
- Participates in the interviewing and hiring process
- Issues corrective action/termination as necessary
- Follows all rules set forth in the Company Employee Handbook and leads by example.
- Motivates staff and maintains a team atmosphere.
- Miscellaneous duties as assigned.
Qualifications- High school diploma or equivalent
- 2 years of customer service experience
- Previous management experience preferred
- Internal Candidates; Must have 3 months tenure on project to apply, Not currently on a disciplinary action
- Excellent oral and written communication skills
- Strong leadership skills
- Knowledge of FDCPA and state laws
- Able to change direction as needed in order to meet the needs of customers; both internal and external.
- Can work under pressure and assist where required in meeting critical deadlines
- Capable of maintaining confidentiality
- Proficient with Microsoft Excel and Word.
- Able 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%
Physical Demands:
- Regularly required to stand or sit, and move about
- Required to use desktop computer including mouse to open, close programs and keyboard with accuracy.
For Remote Positions:
The minimum internet speed requirements for remote work are as follows:
- Broadband internet connection (No DSL, or Dial Up)
- Hard wired connection (no wifi, wifi hotspots)
- Speed Test Results: 25 mbps download, 20 mbps upload
This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.
We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.
TSISP
Equal employment opportunity, including veterans and individuals with disabilities.
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