Greater Toronto Area, Canada
- 10+ years' experience in Customer Service with 4 years' experience in Team and Administration Management - Familiar with all applicable Federal, Provincial and Territorial laws and regulations related to the Collections industry - Knowledgeable in Windows, Mac OS, Microsoft Office Productivity Suites and iOS - Strong organizational and analytical skills
• Led the launch of a new program/line of business including active participation in hiring and training of support personnel • Delivers thorough and effective pointers to Collectors regarding performance and improvement opportunities • Monitors floor activities and assist employees with escalated calls as necessary • Provides feedback to management concerning team performance and potential areas of improvement • Assist in planning and executing team incentives to improve overall performance
• Effectively coached and developed a team of Quality Coaches through performance management • Conducted weekly touch-base calls with on-shore counterparts and reviewed campaign statistics in line with required quality standards • Led weekly calibration calls and discuss updates with counterparts to guarantee universal conformity on quality standards set for all clients • Streamlined processes and helped restructure quality monitoring forms used in the campaigns handled • Provided trended reports and analysis for clients