General Description The purpose of this position is to provide direct leadership, coaching, and development for Billing and Collections staff. This position is responsible for managing employee performance, fostering a positive and engaged work environment, and ensuring employees receive the training, feedback, and support necessary to succeed. Essential Functions Employee Leadership and Development
- Supervises, coaches, and develops Billing and Collections staff by establishing performance expectations, goals, and accountability standards.
- Evaluates and monitors employee performance through regular coaching, feedback, development plans, and training opportunities.
- Supports employee growth through career development, succession planning, and recognition of achievements.
Performance Management
- Monitors employee performance through scorecards, productivity, quality, attendance, and customer service metrics.
- Conducts regular coaching, counseling, corrective action, and one-on-one meetings to support performance and development.
- Resolves employee concerns and fosters a culture of accountability, professionalism, and continuous improvement.
Training and Workforce Readiness
- Oversees onboarding and ongoing training for new and existing employees.
- Coordinates cross-training and team training initiatives to enhance workforce flexibility and capability.
- Tracks training progress and competency development while ensuring compliance with policies, procedures, and customer service standards.
Team Engagement and Communication
- Facilitates team communication and builds collaborative relationships across teams and departments.
- Promotes employee engagement, development, and a positive workplace culture.
- Supports organizational initiatives, change management efforts, and overall team effectiveness.
Administrative Oversight
- Oversees scheduling, payroll, and timekeeping activities.
- Maintains staffing plans and recommends workforce adjustments to support operational needs.
- Assists with recruitment, hiring, workforce planning, and organizational development initiatives.
- Provides backup support to Project Supervisors or other staff to ensure continuity of daily operations, timely completion of tasks, and adherence to established schedules and procedures.
- Other duties as assigned.
Minimum Qualifications
- High school diploma or GED issued by an approved GED Administrator.
- Minimum of five (5) years of experience in utility billing, collections, customer service, accounts receivable, or a related field plus two (2) years of supervisory, lead, coaching, or team leadership experience.
- Demonstrated experience in employee development, performance management, coaching, and training.
- Strong leadership, communication, conflict resolution, and interpersonal skills.
- Must possess and maintain a valid State of Florida Class E Driver's License.
Benefits
Health, Dental, and Vision Medical Insurance Employee Onsite Wellness Center 401(a) and 457 Retirement Plans Retirement Match
Group Basic Life Insurance / AD&D Paid Vacation and Holidays Paid Sick Time / Sick Bank Employee Assistance Program Flexible Spending Account Program Dependent Care (FSA) Longevity and Christmas Bonuses Tuition Reimbursement