Collection Floor Manager
Organize and direct the daily activities of 15-20 collectors in a call center operation. Manage, develop, and guide agents and leads to ensure their ability to provide outstanding customer service and execute tasks effectively. Ensure that agents are meeting quality standards outlined in client contracts, calculate performance metrics, and analyze reports to ensure efficiency. Contribute to the development of new systems, take part in recruiting and interviewing tech agents. Use all available tools to ensure effective supervising, planning, and managing functions. Coach, train, discipline, and review agents and leads. Answer questions, assign tasks, follow up and give instructions as needed.
- Developed Department of Education program that renewal of contract
- Wrote and coordinated training program that developed high level employees
- Successfully trained and developed groups that met monthly goals