REMOTE CALL CENTER TEAM SUPERVISOR

REMOTE CALL CENTER TEAM SUPERVISOR

AccountNow®, Inc. (www.accountnow.net & www.accountnowvisa.com) is a fast growing, privately held Company providing financial solutions to the 40 million plus underserved/unbanked consumer market. AccountNow provides lower cost alternatives to this market with products including “second chance� bank accounts, debit cards, credit builder, money transfer and bill payment services through numerous marketing channels.

The Remote Call Center Team Supervisor will help lead the sales and service functions from home . This leader will work closely with the Call Center Manager and COO as well as other senior leaders to set and manage customer service and sales strategies.

More specific accountability areas include:

• Management of day-to-day programs that may include service, sales, retention call center systems and back end support from home. There will also be periodical visits to coach and manage remote customer service represents to help them meet their goals
• Management of outsourced contact center vendors – managing closely performance and quality of service.
• Ensure that customers and potential customers receive outstanding service through the extension of well trained and knowledgeable call center representatives.
• Ensure that internal stakeholders are both supporting call center operations with timely communications and content and receiving valuable customer feedback from contact center operations.
• Ensure that call center operations are seamlessly integrated with other internal operational units including assessment operations, company website, financial operations, and Information Technology.
• Manage major projects related to program development, workflow design, and re-engineering as necessary.
• Oversee and manage the strategy and effectiveness of the IVR
• Select, develop and motivate assigned staff; make timely recommendations and/or decisions on hiring, terminations and promotions.
• Provide leadership and direction to build and maintain outstanding and effective teams.
• Identify strengths and abilities in associates, provide regular feedback, support career planning discussions, and create developmental plans for professional improvement of associates.
• Establish specific work goals to be achieved by direct reports and staff.
• Administer employee performance evaluations
• Develop short term and long term plans and forecasts.
• Establish budgets forecast and monitor/track results.
• Keep management and the organization informed on a timely basis of progress, status and concerns pertaining to project deliverables or issues.
• Establish and maintain departmental project plans, resource plans, status reports, etc.

QUALIFICATIONS:

The Remote Team Supervisor, must have proven experience in successful management of a multi-faceted customer service and sales organization, vendor outsourcing relationships, and must have experience operating in a culture of quality. He/she will be a superior leader, manager, and communicator. The role requires a combination of people management, vendor management, and analytical skills including:

• Minimum eight years experience in customer service operations
• Proven capabilities leading and managing a large contact center operation delivering top quality service and sales results.
• Broad management capabilities, including people, process, and technology management.
• Proven managerial and leadership skills.
• Effective presentation, verbal and written communications skills.
• Effective follow-up and appropriate escalation skills
• Experience managing and negotiating Vendor Contracts and Relationships
• Experience building call center metrics to drive optimum performance both with internal call center and vendor outsourced solutions.
• Analytical skills




EDUCATION:

An undergraduate degree (BS/BA) in Business Administration, other degree programs will be considered