Supervisor, Operations

With over 1200 employees currently, CBE has been providing quality jobs throughout the US for over 85 years-and we're still going strong because we offer employees:

• Excellent benefits package; medical, dental, and vision coverages, 401K retirement plan with company match, tuition reimbursement, paid time off, amongst many other perks!

• Ongoing training & support!

• Career culture with many opportunities for advancement!

Come work for Training magazine Top 100 award winner! Also recently recognized for the second year in a row as a Top Workplace in the USA, CBE is committed to "doing the right thing"; we invest in you from the date of hire and throughout your career, allowing CBE to develop a successful workforce ready to solve problems for our clients. We pride ourselves on a diverse and inclusive corporate culture with a strong track record of success-and we're looking for people who value opportunity, challenge, innovation, results, and FUN!

The Supervisor, Operations has overall responsibility for the group of employees assigned to them. The Supervisor, Operations is accountable for the department's daily performance and staff development. This includes managing all staff activities, such as attendance, call volumes, daily production goals, and ongoing training. The Supervisor, Operations provides the leadership necessary to meet established goals and support the company's core values. The Supervisor, Operations has strong working knowledge of their specific department's programs and their client's policies and procedures.

Job Details:

• Execute & deliver revenue plan through cohesive teamwork and second voices where needed

• Team Productivity Management

• Team Attendance Management

• Manage contract compliance risk and overall quality by working directly with training and the compliance team to deliver timely feedback, quickly spot trends and drive best in class quality scores

• Ensure that client requirements regarding portfolio management, work standards, settlements, and other SLA's are met.

• Identify and provide recommendations on strategy and reporting opportunities

• Mentor, Coach, and develop individual team members to improve targeted areas of performance and build bench strength for the TC, Supervisor, Trainer roles

• Timely delivery of all feedback

• Identify appropriate KPI in coaching specific to the needs of everyone

• Effectively individualize KPI goal setting

• Recommendations of disciplinary action where appropriate

• Create and foster a positive, engaging, and fun work environment

• Create and monitor effectiveness of monthly contests

• Working with peers and direct reports to identify and implement ideas for contests and team building

• Walk lockstep with Training to ensure consistency between what's trained in the classroom and what's taught on the floor

• Make training change recommendations to close any identified gaps

• Leadership, Management and Accountability

• Time Sheets and other required transactional duties

• Other duties and responsibilities as assigned by their Manager, Director, or Vice President.

• The Company reserves the right to change or assign other duties to this position as appropriate.

• Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.

Job Requirements:

• 2 Year degree or equivalent work experience

• A proven track record of production in Operations or equivalent experience.

• Expert knowledge of all laws and regulations pertaining to the collection of debts, including, but not limited to: FDCPA, FCRA, The Privacy Act, HIPAA

• Awareness of laws and regulations relating to the employment of personnel

• Ability to lead, motivate, and coach personnel

• Excellent verbal and written communication skills, as well as the aptitude to analyze data

• Familiarity with technology, including general business tools such as e-mail, MS Word and Excel, as well as collection-specific systems

CBE Companies is an Equal Opportunity Employer. CBE Companies is committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender, genetic information, disability, veteran status, or other protected statuses in accordance with applicable federal, state, and local laws.Background check and drug testing required.

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