The Processing Services Supervisor has responsibility for day-to-day monitoring and oversight for a team of processing services representatives in support of delivering direct services for clerical processing business support to our clients on assigned contracts.
Primary responsibilities include:
&bullect supervisory responsibilities for a team of approximately 15-30 non-exempt clerical processing staff.
•Raises concerns regarding employee actions and status changes such as hiring, disciplinary action, and termination to management.
•May participate with next levels of management and HR in support of employee actions and status changes such as hiring, disciplinary action, and termination.
•Consistent training, ongoing monitoring and feedback with staff regarding day-to-day processing services activity to ensure compliance, client satisfaction, and employee performance.
•Ensure completion of all required training is conducted and policies adhered to for assigned staff.
•In coordination with next level management, completes internal staff processing activities such as time cards, time off requests, and other status activities.
•May provide input to management regarding staffing needs, operational activities, plans and alignment of operational strategies to deliver maximum customer satisfaction and profitably to assigned customer projects.
•Handles any services support escalation and resolves issues that may arise.
•Accountability for compliance, customer satisfaction, and problem resolution.
•Contribute to the development of analytics to identify efficiency opportunities, mitigate potential risks or issues, monitor service delivery activity.
•Help raise opportunities for increased efficiency to processes, systems and tools used in delivering client services.
•Contribute to the develop programs and operations that promote a positive, focused, and driven team environment.
•Support effective monitoring of operational activities through appropriate legal means to ensure all conduct, behavior and work being performed is in compliance with federal, state and local laws including internal policies and procedures.
•Performing other duties as may be required to meet business needs.
Required Skills and Knowledge:
•Good understanding of the 3rd party client processing servicing business principals, concepts and applicable laws.
•Proven ability to deliver business results and maintain high customer satisfaction.
•Ability to train, provide constructive feedback to day-to-day work activities and motivate employees.
•Requires good communication skills coupled with analytical and critical thinking abilities.
•Possess ability to support and maintain a team environment where collaboration and the knowledge transfer process are critical for success.
•Ability to build effective relationships both internal and external to the organization
•Exercises excellent judgment and possesses a keen attention to detail
•Demonstrates initiative, and creativity to drive excellent customer results and satisfaction
•Able to solve complex problems, and resolve disagreements with informed, rational debate.
•Ability to lead a team with strong commitment to positive, constructive and progressive work environment aligned with the company core values of People, Excellence and Innovation.
•Acts with confidence and achieves results
•Builds credibility and trust
•Mind-set of continuous improvement and adapts quickly and effectively to change
•Strong process, project and program management skills
•Ability to work effectively in fast paced office environment, which may include nights/weekends to meet business needs.
•Lift/carry/push/pull under and over 10lbs occasionally
•Keying frequency, handling, reaching, fine manipulation
Education and Experience:
•Some college education in business, finance or related preferred
•Experience in a lead or supervisory role
•2-4 years progressive experience call center or processing services with leadership responsibilities, and preferably with client service delivery responsibilities.
•Accomplished track record demonstrating the knowledge and skills required for the position