Team Captain, Operations

Job Description:

CBE Companies, a global provider of contact center services, has multiple openings for Team Captain, Operations and we would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the “Best-of-the-Best” to join our winning team and support both recent and future growth!  Why would CBE be a good fit for you?

With over 1200 employees currently, CBE has been providing quality jobs throughout the US for over 85 years—and we’re still going strong because we offer employees:

• Excellent benefits package; medical, dental, and vision coverages, 401K retirement plan with company match, tuition reimbursement, paid time off, amongst many other perks!

• Ongoing training & support!

• Career culture with many opportunities for advancement!

Come work for Training magazine Top 100 award winner! Also recently recognized for the second year in a row as a Top Workplace in the USA, CBE is committed to “doing the right thing”; we invest in you from the date of hire and throughout your career, allowing CBE to develop a successful workforce ready to solve problems for our clients. We pride ourselves on a diverse and inclusive corporate culture with a strong track record of success—and we’re looking for people who value opportunity, challenge, innovation, results, and FUN!

The Team Captain is responsible for answering inbound and outbound calls and resolving escalated complex customer situations according to the expectations of CBE Group and its clients. In addition, the Team Captain is responsible for the performance and coaching of new and underperforming agents. A Team Captain’s effectiveness is determined by the success of their assigned agents in terms of overall performance, QA scores, turnover, adherence, and overall professionalism. As a part of the Call Center Management team, the Team Captain is expected to manage in accordance with all CBE Group policies and procedures and display professionalism at all times. The Team Captain floor management activities are broken into five (5) categories that they are expected to complete daily or weekly. 1) Live Monitoring (Daily), 2) Side by Side (Weekly), 3) One on One (weekly), 4) Agent Motivation (Daily) 5) Escalated call handling (Daily). Team Captains are provided with a schedule for managing these tasks and expected to follow this schedule and track the performance of these tasks by completing agent logs as well as the KPI Tracking Sheet.   

Job Details:

• Set's the example for others in appearance, attitude, and telephone manner

• Ability to set, satisfy and exceed targets

• Will require flexibility to workdays, evenings, night, and Saturdays on site on a rotating basis or as the needs of the business dictate.

• This position requires resolving complex customer issues as well as collecting on past due balances to determine the next step of resolution while promptly moving from one call to another.

• Ensuring the resolution of delinquency on each call.

• Collect on past due amounts by setting up arrangements with consumers.

• Actively engage consumers in a professional and polite manner

• Expresses empathy and compassion while actively listening to consumer concerns.

• Properly document the details and dispositions of a call.

• Meet or exceed goals for quality, gross collections and standard KPI’s set by the Director of Operations

• Effectively defuse hostile or agitated callers using reflexive listening and understanding.

• Provide positive, constructive feedback to the management team regarding escalated instances

• Team Captains are responsible for Live Monitoring, Side by Sides, One on Ones, and KPI tracking.

• Ensure Customer Experience expectations are maintained

• Act as de facto Supervisor when one is not available

• Other tasks assigned by management according to the needs of the business

• Develop and motivate staff

• Work as an engaged and supportive member of the overall center management team

• The Company reserves the right to change or assign other duties to this position as appropriate.

• Must be able to perform the essential job duties of the position.  Reasonable accommodations will be provided to qualified individuals with disabilities.

Job Requirements:

• 2 Years of Call Center/Contact Center Experience

• Previous Leadership Experience preferred

• Collection, customer service or t