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Legal Staff Other in Andover, MA

Zwicker & Associates, P.C. Mar 09,2019 Location USA Andover MA
This job is expired...

Law Firm

Legal Staff

Min 1 yrs required

Profile

Inbound Call Manager Duties: Responsible for the managing of employees who perform inbound call duties on a daily basis. Training inbound personnel to enhance the customer experience, monitor KPI’s, and reduce abandon call percentage. Monitor and manage inbound call volume, answering speed, transfer rate, average hold times, agent idle time, average call time, consumer satisfaction. Follow company / client compliance related policies and directives. Insure all daily administrative functions completed as well as assigned tasks to support the collection operation team. Train new hires to the unit on processes and procedures. Continually motivate staff and maintain a positive work environment. Responsible for properly obtaining the information for a telephone payment Manage and distribute various daily/weekly/monthly reports to support the Collection Operation team. Maintain all client and debtor information confidentially. Capable of performing administrative duties as needed to support the VP and Directors of Operations.

Qualification and Experience

Qualifications: Previous management experience. Collection or call center experience preferred. Knowledge of debt collection laws and regulations. Ability to follow company / client compliance related policies and directives. Ability to use office machines. Efficient use the telephone system. Must be proficient in computer applications; MS Word and Excel. Strong interpersonal, oral, written and facilitation communication skills. Ability to work in a fast paced environment. Possess strong organization skills and the ability to successfully multi-task.

Additional info

Job ID: 2019-1546. No Phone Calls.

Company info