Customer Care Supervisor - Collections Support Lead

iQor; Charlotte (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

iQor is hiring for a Collections Customer Support Supervisor within the Call Center. The role leads and administrates the department to deliver the highest level of customer service as a daily practice, while overseeing grief processing, customer/employee escalations, and related supervisory duties.

Responsibilities include staffing, communication, CSA coverage, liaison with Business Managers, team mentoring, performance reviews, data reporting, attendance and time system oversight, incentive

Qualifications

• 3+ years of experience in a relevant field, including 2+ years in a lead role.
• Bachelor's Degree or equivalent required; Degree in Business Administration or related field preferred.

Responsibilities

• Provides staffing for the Customer Service function to meet customer's requirements.
• Keeps CSA informed of changes within the company.
• Supports CSA coverage during holidays, absenteeism, and high workload periods.
• Liaises with Business Managers to ensure CSA support for customers.
• Holds team meetings with clear objectives for staff.
• Conducts annual appraisals for staff.
• Mentors Team Leaders and advises on daily quality, production, and turnaround goals.
• Monitors trends and reports to management and customers, initiating corrective actions as needed.
• Prepares daily, weekly, monthly, and quarterly data as required.
• Reviews attendance records and time systems.
• Monitors qualification of gain share financial incentives.
• Advises on policy adherence for all unit employees.
• Studies new and current processes to improve efficiency.

Skills

Leadership

Team supervision

Education

Bachelor's degree

Job description

iQor is hiring for a Collections Customer Support Supervisor within the Call Center. The role leads and administrates the department to deliver the highest level of customer service as a daily practice, while overseeing grief processing, customer/employee escalations, and related supervisory duties.

Responsibilities include staffing, communication, CSA coverage, liaison with Business Managers, team mentoring, performance reviews, data reporting, attendance and time system oversight, incentive