TSI Team Manager in i-Square, United States
Location:i-Square, Ortigas Center Pasig City, Philippines
TSI, is a leading supplier of specialized business process outsourcing (BPO) services that are delivered in our call centers through a diverse workforce across North America supporting clients in multiple vertical markets comprised of banks, energy and utility companies, health care providers, universities, and government organizations. We support the entire customer lifecycle that includes customer acquisition, full loan servicing, delinquency management, and collections utilizing a combination of voice, chat, email, SMS, and interactive voice messaging channels. As a result, employees enjoy the opportunity to grow, develop and build long-term careers in exciting industries, supporting the best brands in business, all while earning tenure with a specialty BPO leader. TSI represents a new company name, but one with over 40 years of experience and success serving these markets. (TSI is a newly formed company as a result of the sale of multiple collections business units from EGS, the parent company for NCO Financial Systems.) Principal Responsibilities
Effectively communicate expectations, consequences, changes, policies, and procedures.
Provide motivation for the successful accomplishment of the assigned team’s quality standards and goals.
Monitor floor activity and calls to assist employees.
Provide ongoing feedback to employees regarding files, performance, and improvement opportunities.
Diffuse escalated calls, negotiate, and create solutions for resolution.
Present, promote, and support all new initiatives.
Accurately project and achieve daily, weekly, and monthly revenue goals.
Accountable for all decisions, actions and directives with respect to job responsibilities.
When requested, manage and track account settlements and/or accounts closed by Client within established guidelines.
When requested, conduct monthly audits to ensure that accounts have been executed in compliance with Client’s requirements.
When requested, be responsible for monthly Client reporting and processing of returned accounts for review, offers in compromise, reconsiderations, charge offs, 1stand 3rdparty levies, pending refund reports, and payment plan reports.
Knowledge, understanding, compliance, and enforcement of all Federal and Local laws and regulations relating to job duties.
Knowledge, understanding, and compliance with company policies and procedures.
Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
Achieve Manager Indoctrination Training (MIT) certification within three months of entry into the position.
Achieve Leadership Development for Excellence Level 1 Certification within six months of entry into the position.
Achieve Leadership Development for Excellence Level 2 Certification within one year of the completion of Level 1 Certification.
Score on Leadership Development surveys must be a minimum of 80%.
Performance coaching, scorecards, development plans, and agent administration must be accurate and executed in a timely manner.
Team retention should be at a minimum of 95% monthly and negative attrition should be no more than 4% monthly.
Accountable for all decisions, actions, and directives with respect to job responsibilities.
Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
Follow up in a timely manner to ensure customer satisfaction.
Provide feedback to management concerning possible problems or areas of improvement as well as performance of team.
Perform other duties as assigned by management.
Partial College or equivalent in relevant work experience.
2 years of previous collections experience required. 3 years of previous collections experience preferred.
Working knowledge of Microsoft Excel and Word.
When required, proficiency with Mercury dialer and Soundbite applications or Davox (Concerto) system.
Ability to maintain the highest level of confidentiality.
Excellent interpersonal, written, and oral communication skills.
Ability to work in a team fostered environment.
Ability to work in a multi-tasked environment.
Ability to prioritize and organize work.
Ability to lift and/or move 20 pounds with or without accommodation.
In accordance to PD NO. 442,TSI is committed in providing equal opportunity in employment to all qualified persons without regard to race, color, religion, gender, national origin, age, disability, marital status, citizenship status or sexual orientation.