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Automotive Detailer

SWC Group

Automotive Detailer

Carrollton, TX
Paid
  • Responsibilities

    The CALL CENTER TEAM LEAD will be responsible for answering inbound and outbound calls and resolving escalated complex customer situations according to the expectations of SWC Group and its clients. The Team Lead will answer regular inbound and outbound calls and maintain production goals as the business need requires.

    The CALL CENTER TEAM LEAD will be responsible for leading an assigned team of 7-10 agents. A Team Lead’s effectiveness will be determined by the success of the team in terms of overall performance, quality and compliance scores, turnover, adherence and overall professionalism. As a part of the Call Center Management team, the Team Lead is expected to manage in accordance with all SWC Group policies and procedures and display professionalism at all times.

    Team Lead floor management activities are broken into five (5) categories:

    1. Live Monitoring (Daily)
    2. Side by Side (Weekly)
    3. One on One (Weekly)
    4. Agent Motivation (Daily)
    5. Escalated call handling (Daily).

    The Team Lead is provided with a schedule for managing these tasks. And are expected to follow this schedule and track the performance of these tasks by completing agent logs as well as the KPI Tracking Sheet.

    Will require flexibility to work days, evenings, night and Saturdays on a rotating basis or as the needs of the business dictate

    The Team Lead position pays $13.00/hr. - $14.00/hr.

    Required Skills

    +--------------------------------------------------------------------------+ | - This position requires resolving complex customer issues as well as | | collecting on past due balances to determine the next step of | | resolution while promptly moving from one call to another. | | - Ensuring the resolution of delinquency on each call. | | - Collect on past due amounts by setting up arrangements | | with consumers. | | - Actively engage consumers in a professional and polite manner | | - Expresses empathy and compassion while actively listening to | | consumer concerns. | | - Properly document the details and dispositions of a call. | | - Meet or exceed goals for quality, gross collections and standard | | KPI’s set by the Director of Operations | | - Effectively defuse hostile or agitated callers using reflexive | | listening and understanding. | | - Provide positive, constructive feedback to the management team | | regarding escalated instances. | +--------------------------------------------------------------------------+

    Required Experience

    2 Years of Call Center/Contact Center Experience

    Previous Leadership Experience preferred

    Understanding of Collections and preferably

    Basic Computer Skills (Word, Excel, Outlook, Skype)

    Knowledge of FDCPA, State Collection Laws.

    Must possess or have the ability to obtain licensing

    Ability to set, satisfy and exceed targets

    Excellent problem solving and communication skills

    Ability to work with minimal supervision

    Ability to develop and motivate staff

    Ability to work as an engaged and supportive member of the overall center management team

    Good people and interpersonal skills - ability to build effective relationships with all levels of staff

    Ability to plan well and prioritize work.

    Good decision making, skills

    Strong verbal and written communication skills

    Set's the example for others in appearance, attitude and telephone manner

    SWC GROUP

    4120 INTERNATIONAL PKWY, SUITE 1100

    CARROLLTON, TX 75007

    WWW.SWCGROUP.COM

    SWC GROUP OFFERS:

    • Energetic and Productive work environment
    • Business Casual Dress Code
    • Holiday and Vacation Plan
    • Medical, Dental and Vision Insurance
    • Life Insurance
    • Short-Term and Long-Term Disability Plans
    • HSA (Pre-tax) Savings Account
    • 401(k) Plan with matching contribution
    • Employee Referral Bonus
    • Paid Training Program
    • Casual Dress on Friday - Wear Your Jeans

    CLIENT REQUIREMENTS FOR THIS CAMPAIGN REQUIRE A CLEAN BACKGROUND CHECK AND A NEGATIVE DRUG TEST RESULT

    JOIN OUR VIP CULTURE

    VALUE. INTEGRITY. PERFORMANCE.

    www.swcgroup.com

  • Qualifications

    +--------------------------------------------------------------------------+ | - This position requires resolving complex customer issues as well as | | collecting on past due balances to determine the next step of | | resolution while promptly moving from one call to another. | | - Ensuring the resolution of delinquency on each call. | | - Collect on past due amounts by setting up arrangements | | with consumers. | | - Actively engage consumers in a professional and polite manner | | - Expresses empathy and compassion while actively listening to | | consumer concerns. | | - Properly document the details and dispositions of a call. | | - Meet or exceed goals for quality, gross collections and standard | | KPI’s set by the Director of Operations | | - Effectively defuse hostile or agitated callers using reflexive | | listening and understanding. | | - Provide positive, constructive feedback to the management team | | regarding escalated instances. | +--------------------------------------------------------------------------+