RMO Coordinator - San Antonio

Collections Supervisor - San Antonio

POSITION OBJECTIVE

This position manages the daily activities of Associates that comprise their team. This Coordinator is responsible for creating a productive work environment and for the performance measures/outcomes for their respective teams which include associate development and retention. Also accountable for budget and revenues specific to their span of control.

• Leads non-exempt Associates to strive for and deliver a First Customer Focus in the service, sale or support of Kohl's Customers.
• Handles customer inquiries and resolves issues that have been escalated from Associates and /or other Coordinator Teams.
• Acts impartially to coordinate open and honest communication between Associates and other areas/teams within the business.

• Manages Shrink and adherence to schedule within budget guidelines. Makes daily adjustments to team schedules as a result of shrinkage and volume demands within the line of business.
• Directly responsible for achieving line of business goals as defined for the team.
• Analyzes measurable individual and team outcomes and prepares action plans to continuously improve performance.
• Assist in analyzing volume demand and manages to applicable key service level goals by line of business.

• Responsible for the quality assurance of team's daily production.
• Responsible for gathering and communicating ongoing contact trends and proposing needed solutions.
• Manage and coach line of business processes, priorities, workflows and updates for their team.

• Manages direct reports, systems, and projects to achieve unit goals in accordance with Company policies and practices.
• Prepares and analyzes unit plans and reports.
• Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
• Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communication.
• Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans.

• Understanding of statistics, data analysis, and staff plan execution.
• Detailed knowledge of Windows applications.
• Understanding of credit and retail transaction processing.
• Knowledge of processes and procedures as well as their impacts on the line of business

• Flexibility with hours; weekends required.

• Previous supervisory or related experience.
• Ability to maintain composure in a fast-paced call center environment.
• Effective verbal and written communication skills.

• Understanding of statistics, data analysis, and staff plan execution.
• Detailed knowledge of Windows applications.
• Understanding of credit and retail transaction processing.
• Knowledge of processes and procedures as well as their impacts on the line of business

• Flexibility with hours; weekends required