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Title: Project Team Lead
Status: Non-Exempt
Department: Operations
Hours: Full-Time / Client Driven
Reports To: Operations Manager
Pay Rate: $17/hr or same as current rate
Bonus: $250 monthly
Client: Bank of America 1st party
GENERAL SUMMARY:
The Leadership Development Role is designed to provide the opportunity for an individual to work closely with management to provide leadership and training to accomplish the company goals and objectives. They will monitor Collection Representatives ability to achieve productivity, efficiency and accuracy of all processes. The LDR (PROJECT ROLE) will be assigned to an Assistant Manager
Essential Duties and Responsibilities:
1. 1 week of floating floor support and side by sides with supervisors
2. From 2nd week assignment of 10-12 agents to support.
3. Responsibilities will include
a. Coaching and developing
b. Performance management
c. Inventory management
d. Client Deliverables
e. Ensuring accountability is delivered when required
i. Assistant Manager will deliver all action
ii. Attendance management done jointly with Assistant Manager
4. Floor support for escalated calls and questions
5. Schedule Adherence and Production hours delivery
6. Complete all FSA and Client Trainings with the team
7. QA and Compliance results
8. Give full report to MGR and AM of action items, performance, issues and needs
Evaluation Period
1. LDR will be assigned to Assistant Manager as a mentor for the 90 days.
2. 30 day review with AM and Manager
3. 60 day review with AM and Manager
4. 90 day review with AM and Manager
Minimum Experience / Education:
Bank of America 1st party knowledge and experience
High School diploma or equivalent
Minimum 6 months experience in customer service, preferred collections or call center
Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards
Strong understand of business level metrics and staffing management
Strong analytical and PC skills
Excellent written and verbal communications skills; able to deliver feedback effectively and express thought concisely
Professional and team focused
Must be in good standing with Bank of America and Firstsource. *have minimum experience as explained above *no disciplinary actions on Written Warning level or higher within last 12 months
Must be able to work weekends as needed
Firstsource
