Agent Supervisor

JOB TITLE: Agent Supervisor

DEPARTMENT: JusticeTech

REPORTS TO: Call Center Manager

SUPERVISORY RESPONSIBILITIES: Report concerns to the Call Center Supervisor, provide mentorship to call agents, train new hires, and step in for the Call Center Supervisor as needed.

JOB LOCATION: Sulphur Springs, TX

TRAVEL: None

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Making and/or receiving calls from defendants
• Provide guidance to defendants on payment options for delinquent cases
• Maintain record of defendants on payment plans with GHS
• Support the Call Center Supervisor and Operations Manager with administrative tasks as needed.
• Provide updates to the Call Center Supervisor and Operations Manager on team progress and any issues.
• Train new call agents as required.
• Serve as a liaison between management and the team, conveying goals and clarifying responsibilities.
• Process return mail and mark as bad address in GHS system
• Skip tracing for good address and phone numbers as scheduled/needed
• Assist with morning mail and afternoon mail duties as needed
• Assist with weekly mailer as needed

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• High School Diploma
• Basic computer knowledge and keyboarding skills
• Basic math skills
• Ability to troubleshoot minor issues
• Ability to use reasoning and deduction to locate accurate information
• Must be able to maintain focus and be self-motivated

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Computer experience preferred
• Bilingual preferred but not required