Operations Supervisor
Current• Managing 2 teams with 15-18 range of collection representatives.• Focuses on Sprint & TMO Mobile Phone Providers in the US. And partly handles collections/account debt balances on DISH Company.• Discuss bill charges and assist customer’s complaints mainly Dispute and Fraud cases.• Directly communicates with the client to discuss team performance and client metric.• Ensure that the team meets the client metric• Keeps track of attendance, End of day, week & monthly… Show more • Managing 2 teams with 15-18 range of collection representatives.• Focuses on Sprint & TMO Mobile Phone Providers in the US. And partly handles collections/account debt balances on DISH Company.• Discuss bill charges and assist customer’s complaints mainly Dispute and Fraud cases.• Directly communicates with the client to discuss team performance and client metric.• Ensure that the team meets the client metric• Keeps track of attendance, End of day, week & monthly performance reports.• Conducts the Monthly Business Review with the Client, Site Director, and Operations Manager and discuss actions plans to improve team performance.• Taking escalated customer calls.• Conducts coaching session to the agents to provide feedback, action plan and serves corrective measures based on company’s Code of Conduct.• Reports to the OM any system issues, grave call performance violations and other problems that occur during the daily shift.• Attends monthly Department Meeting to discuss and contribute helpful feedback for the improvement of company’s operations as a whole.• Assist Training Department for implementing performance coaching and trainings. Show less
