·Monitor and record any past due queues, and address all backlogs.

·Review and prepare any up-training issues to be discussed with team members.

·Review and provide feedback for the following: team’s productivity, quality, exception issues, “Team Standing”
and complaint resolution issues.

·Communicate the goals and expectations to the staff based on XQD and queue reviews, as well as from the most recent
collector and team productivity reports.

·Make sure all Associates are logged into proper queues or campaigns and dialing by designated start time.

·Maintain a positive, professional appearance and work environment.

·Provide feedback, coaching, and training.

·Cover and discuss training updates.

·Work any accounts that team members refer to as an “Early Placement”, or uncollectable.

·Be available for talk offs and difficult calls and use them as training opportunities for the entire team.

·Review weekly schedules of each Associate to ensure that they are working the appropriate schedule for their assigned
accounts, ensuring all necessary day, night, and weekend coverage is available.

·Provide HR with weekly staffing schedule changes
·Work Associate’s assigned accounts in the event they are absent.
·Manage the activity and results within the assigned queues, using various reports.

·Ensure that an acceptable number of accounts has been worked, the appropriate work effort has been applied to each of
the accounts worked, and effectiveness of payment arrangements for each member of the team.

·Throughout the day, review the “XQD” screen to make sure that each member of your team is on pace to work the
required number of accounts for the day.

·Complete account audits each day and enter the account reviews into the audit database

·Address Associates who appear on exception reports, below standard productivity, and work with them independently to
enhance the Associate’s knowledge, productivity, and quality.

·Create detailed development plans for sub-level performers and those Associates who regularly appear on exception
reports in the end of month feedback sessions.

·Conduct weekly follow up sessions with Associates on development plans.

·Complete XNA queues (review and address all Associate referrals for proper handling of accounts)

·Complete Daily EOS report in the required format.

·Review and complete all XNE and Referral for handling queues for accuracy and compliance to departmental policies and
procedures not completed throughout the day.

·Review complaint logs for recurring issues and address issues with staff.

·Verify that all team members are properly logged out of system (Panic log-off – for valid business reasons only).

·Review Kronos reports at the end of shift daily (individual team) to ensure adherence to Kronos regulations.

·Make adjustments necessary to make the report accurate and prepare information to address with the Associates at the
start of the next shift.

·May recommend hiring, promotion, terminations or any other change of status of Associates.

·May draft and administer all necessary human resources paperwork to include; disciplinary actions, performance
evaluations, time off requests and personal status change requests.

·Directs the work or two or more full-time Associates.

·Handles Associate complaints/issues.