POSITION OVERVIEW

The Document Verification Department is responsible for verifying all documents that our members submit to us for approval. We must ensure that all documents comply with regulations. Document Verification Supervisor must ensure that his staff has all the necessary tools to perform its job also receive and provide cross-training so that they can provide support in following up on applications if necessary

RESPONSIBILITIES

We are seeking a service coach. The supervisor will provide support. performance management and ongoing development to agents focused on Service Level and Customer satisfaction. Also responsible for the continuous improvement and attainment of performance results of the department.

The Document Verification (DV) Supervisor’s responsibilities are:

• Coach and lead a team of document verification agents for a defined group in compliance with company guidelines and regulations to maximize revenue.


• Oversee all required daily functions with the operations.


• Set and enforce Clear Expectations for the team through ongoing performance discussions.


• Monitor and evaluate individual and team performance against objectives.


• Coordinates work activities with other supervisors and agents.


• Provides coaching and feedback for team members.


• Assisting document verification support Management in developing and implementing strategies that lead to accomplishing KPI’s


• Supervise DV Staff and leads to a positive work environment.


• Prepare management reports and make presentations of results and analysis, as necessary.

The following must also be met by the DV Supervisor:

• Receive feedback from team leaders and provide feedback if needed and apply the feedback received to their daily activities


• Drive themselves with all integrity


• Contribute to reaching the department goals and metrics


• Adhering to all company policies and procedures

REQUIREMENTS

• Bilingual skills (Fluent English B2 or higher / Spanish)


• Outstanding problem-solving capabilities


• Able to assess team member performance and implement action plans


• Communicate (verbally and written) effectively with all levels within the organization and recommend improvements when necessary


• Able to identify and resolve issues


• Focus on the details


• Adaptability to a changing environment


• Quick thinker, with an ability to understand and interpret information promptly and effectively


• Organized

Required Experience:

• +6 months experience in call center


• Leadership experience


• Schedule availability


• High School Diploma

Required knowledge:

• Proficiency with computers, especially with CRM software, and strong typing skills.


• Proficient in Microsoft Office applications (Microsoft Outlook, Word, Excel, and PowerPoint).