Outcome Assurance Lead (North Dallas)
Advanced TeleSolutions (ATS) is one of the nation’s premiere customer care and collection organizations. Our state-of-the-art facility and leading edge technology, combined with our experienced, customer-oriented professionals, allows us to provide a comprehensive service offering that ensures our recovery rate is the highest in the industry. We are proud of our 33-year history of profitability and growth, and looking forward to expanding our current team to ensure we continue to be the industry’s premiere provider of recovery solutions and customer care.
We are currently looking for customer service professionals to work within our call center and assist in building our team as we expand into new clients and industries.
Position Title: Outcome Assurance Leader
General Purpose:
The Outcome Assurance Leader position is our entry level Results Leader role, responsible for supporting, coaching, developing and co-supervising a group of Contact Center Professionals in a Service Center/Operations environment. Individuals are committed to continuing personal and professional development through mentorship and on the job training while maintaining phone skills. The Outcome Assurance Leader will be effectively using various tools, running reports, demonstrating leadership and a variety of coaching styles and techniques manage and maintain the results of the Contact Center Professionals performance.
Essential Duties/Responsibilities:
§ Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.
§ Coach team members on their performance on a regular basis, and provide feedback to the Programs Leadership for staff monthly and annual performance appraisals.
§ Communicate positive, constructive feedback, adapting coaching styles depending on the situation and audience, that is specific and encouraging to all team members for incremental performance improvement.
§ Consistently monitor team to proactively identify areas of opportunity for improvement with guidance to ensure appropriate parties are engaged through to resolution.
§ Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.).
§ Use and promote company's recognition programs and understands the direct correlation between recognition and retention.
§ Meet or exceed all deadlines for reporting.
§ Demonstrate team work by supporting and assisting other Outcome Assurance Leaders as necessary.
§ Demonstrate the ATS culture through behavior, attitude and demeanor.
§ Effectively use business standard oral and written communication skills on a daily basis.
§ Using developed communication skills participate in recruiting efforts, attend weekly calibration sessions to plan the path of the Contact Center Professionals
§ Demonstrate flexibility by working varying shifts and responding to unanticipated events.
§ Maintain phone skills while applying knowledge to day-to-day project experiences.
§ Co-Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, of work group(s) in accordance with the organization's policies and applicable legal requirements.
§ Cross train for each Market.
§ Able to work a flexible schedule including weekends.
§ Perform CCP duties as necessary (i.e. Red Alert)
§ Perform miscellaneous job-related duties as assigned
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