Team Lead- Operations

Company: The Outsource Group ( Learn More )

Apply Now
General Information
US-MO-Butler
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description Job Purpose:  Assist Manager in leading and coordinating operational support activities for clients, operations management, and collection staff.  These objectives are achieved by performing the following duties personally or through subordinate employees.  Essential Job Functions: 1.      Assist in building a foundation of processes and procedures to support operational needs in the most automated, efficient and effective manner 2.      Develop and maintain a strong service relationship with clients and operations management through direct contact and oversight of team workloads 3.      The team lead will contribute to the achievement of higher quality performance and productivity standards by reviewing performance and trends, as well as outstanding issues or concerns 4.      Assist in building and maintaining an effective communication structure between clients, operations management, and collection staff 5.      Assist in training new staff by demonstrating the highest standards of quality and productivity in the delivery of operational support activities 6.      Provide feedback to the Manager on new hire progress and staff performance, surfacing issues or other actions that should be taken to improve and/or maintain success 7.      Work with the Manager to ensure the staff is capable of handling current production goals within the department. 8.      Provide assistance to team members by answering questions, reviewing policies and procedures, participating in account handling, addressing escalates issues, and researching accounts and/or file issues  9.      Develop and maintain a performance oriented work culture with a focus on urgency and strong attention to detail 10.  Participate in weekly audit sessions with the Manager and staff members assigned and provide feedback to staff 11.  The team lead will play an integral role in the QA program for TOG staff and outsourcing vendors by performing audits and maintaining timely and accurate documentation for audits 12.  Prepare daily and weekly reports as needed as to the status of the performance and productivity goals for Shared Services team members 13.  Conducts regular, productive team meetings and participates in management meetings as required. 14.  Conducts weekly 1 on 1 sessions with staff members and provides updates to the Manager regarding issues discussed.  The goal of this meeting is to provide the staff with an open forum to discuss issues/concerns 15.  The Team Lead will facilitate an inclusive work environment where all team members are encouraged to contribute to their potential and to support, help and encourage the development of team initiatives aimed at achieving team and business goals. 16.  Helps to nurture a positive, honest, and productive work environment 17.  All other duties as assigned  Qualifications: Ø  Knowledge: Working knowledge of the collections industry and/or client services.  Capable of meeting production goals.  High school diploma or equivalent plus advanced relevant formal training. Ø  Experience: Minimum 2 to 3 years experience in collections, customer service or equivalent with a proven track record of meeting production goals on a regular basis with experience in providing training and feedback to less experienced team members.  Experience with standard office software products a must.  Ø  Skills/Aptitudes: Demonstrated communication and problem solving skills and the ability to act/decide accordingly.  Ability to communicate, create and research complex or diverse information.  Exceptional customer service and the ability to plan organize and exercise sound judgment.  Disclaimer:  The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be an exhaustive list of responsibilities, duties and skills required.
Job RequirementsPlease refer to the Job Description for the qualifications.
Apply Now