CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.
The Team Leader in Call Center Engagement supervises employees who receive inbound telephone calls from customers or prospective customers regarding credit card or loan accounts. This position is responsible for the daily activity of call center policies and procedures and ensures quotas for service volume and timelines are met.
Essential Functions:
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.
Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
The Team Leader in Call Center Engagement supervises employees who receive inbound telephone calls from customers or prospective customers regarding credit card or loan accounts. This position is responsible for the daily activity of call center policies and procedures and ensures quotas for service volume and timelines are met.
Essential Functions:
- Answers questions and assists Associates with issues regarding policies and procedures
- Interviews potential new hire candidates
- Monitors associate phone calls for quality purposes for compliance and accuracy
- Handles calls that have escalated to a supervisor level
- Provides positive and negative feedback to associates based on quality, productivity and attendance
- Completes performance evaluations and administers corrective action/counseling as necessary
- Focuses on internal productivity including associate hold time, average handle time, monitoring scores, efficiency
- Responds to escalate and time sensitive issues in a timely manner
- Serve as a conduit for driving change by using analytical methodologies and processes
- Drive performance efficiency and dept. metric standards
- Performs other duties as assigned
- High School Diploma or its equivalent education required
- Two (2) year of related banking, credit card, customer service and or collections experience required
- A minimum of one (1) years’ CardWorks Servicing experience preferred
- Prior supervisory experience desired
- Keyboarding proficiency
- Familiarity with Windows based computer applications
- Skilled in negotiating, including the ability to persuade and modify opinions to reach goals
- Mathematical, analytical and decision making skills are vital to success
- Ability to work under pressure; flexibility and willingness to work at a rapid pace
- Effectively and efficiently communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with the essential job functions
- Ability to multi-task is essential
- Clear speaking voice; ability to communicate clearly and effectively
- Good command of the English language
- Excellent interpersonal skills required
- Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time
- Some stress may occur
- Travel is generally not required
- This position reports typically reports to a supervisor or manager
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.
Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.