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Supervise the day to day operations of a specialized group of sales and service reps or collections associates by controlling workflow to assure team, individual and department goals, revenues goals, productivity goals and/or collections loss goals are met.
Motivate and develop associate with innovative recognition techniques to ensure individual and team performance expectations are met.
Provide best in class customer service to internal and external customers
Ensure team compliance with quality, productivity and retention standards
Reporting, analytical and documentation
Conduct interviews and recommends talented candidates to maintain a dedicated, high performing workforce.
Drive revenue generation results by implementing innovative solutions to overcome obstacles.
Write and administer effective formal performance appraisals, performance coaching and progressive discipline
Initiates and implements appropriate actions to ensure department standards are met within section
Identify, resolve and escalate concerns (associate, system, client) as needed
Be a champion of innovation and change
Conducts and attends communication meetings
May establish and maintain relationships with relevant client representatives and / or internal partners
Addresses and resolves associate issues by exercising good judgment and acting as an associate advocate
Completing floor responsibilities such as monitoring TSF, productivity and compliance standards
Other duties as assigned Qualifications
College degree or equivalent years of experience
2 to 5 years experience in a leadership role, leading a team of people
Collections / Customer Service experience preferred
Effective verbal and written communication skills
Ability to handle multiple tasks in a fast paced changing environment
Ability to effectively motivate associates and drive increased performance
Ability to build strong relationships across the business
Strong understanding of business drivers
Analytical and mathematical skills
PC skills in a Windows environment
Working knowledge of Microsoft office
Previous call center experience preferred but not required Qualifications
Retail Pay Statement
Alliance Data offers a competitive salary, a comprehensive selection of benefit options including 401(k).
Retail Conditions of Employment
All job offers are contingent upon successful completion of credit and background checks.
Let's face it; it's a brand loyal world we're living in, which is why Alliance Data Retail Services offers integrated private label and co-brand credit card programs enhanced by integrated marketing services. We manage over 90 credit programs for America's most recognized retailers, helping them sell more and improve customer loyalty.
About Alliance Data
Alliance Data® (NYSE: ADS) and its combined businesses is North America’s largest and most comprehensive provider of transaction-based, data-driven marketing and loyalty solutions serving large, consumer-based industries. The Company creates and deploys customized solutions, enhancing the critical customer marketing experience; the result is measurably changing consumer behavior while driving business growth and profitability for some of today’s most recognizable brands. Alliance Data helps its clients create and increase customer loyalty through solutions that engage millions of customers each day across multiple touch points using traditional, digital, mobile and other emerging technologies. Headquartered in Dallas, Alliance Data and its three businesses employ approximately 11,000 associates at more than 70 locations worldwide.
Alliance Data consists of three businesses: Alliance Data Retail Services, a leading provider of marketing-driven credit solutions; Epsilon®, a leading provider of multichannel, data-driven technologies and marketing services; and LoyaltyOne®, which owns and operates the AIR MILES® Reward Program, Canada’s premier coalition loyalty program. For more information about the company, visit our web site, http://www.alliancedata.com/ , or follow us on Twitter via @AllianceData .
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