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Recovery Program Team Leader in Bloomington, IL at Afni, Inc

Date Posted: 7/31/2018

Job Snapshot

  • Employee Type:
  • Location:
    1310 Martin Luther King Junior Drive
    Bloomington, IL
  • Job Type:
  • Experience:
    1 to 2 years
  • Date Posted:

Job Description

The Recovery Program Team Leader will assume a leadership position within the RM department, overseeing a 1st Party care project which assists customers with account-related requests.The Supervisor will assist with daily departmental issues, implementation of policies, motivation and production updates. This person will be responsible for monitoring response time service levels, providing real-time assistance to the production staff, and performing quality audits to ensure project guidelines and timelines are followed.They will provide coaching, mentoring and training to representatives in their department to ensure maximum performance results that meet and exceed client and Afni expectations. In addition, this person will use their imagination and creativity to help build and maintain a positive and productive work environment within their department.

Duties and Responsibilities:

  • Motivate and assist representatives in goal setting and attainment, positive mental attitude and striving to be the best.
  • Assist in resolving production issues with representatives in real-time.
  • Monitor and update team/individual daily performance. Perform one-on-one observation with Representatives on regular basis to identify training needs and/or best practices.
  • Maintain an open line of communication with the management of assigned department regarding production, client, disciplinary and policy issues. Regularly review and complete account maintenance.
  • Actively participate in training of new representatives.
  • Respond to and resolve all complaints that arise, preventing the complaint from escalating to the point that a consumer contacts an AFNI client. After the complaint is resolved, review details of complaint with Representative and educate on proper manner in which to handle this type of call.
  • Maintain work schedules and attendance records for proper departmental coverage
  • Prepare and present performance appraisals.
  • Regularly plan and propose contest and other departmental incentives. Maintain equipment and supply needs.
  • Associate degree preferred and 1-2 years of customer service experience in a call center or service-related industry (telecommunications, retail, foodservice, or similar).
  • Previous supervisory / leadership experience strongly preferred.
  • Strong organizational skills with the ability to lead by example while maintaining flexibility and creativity within department.
  • Must strive for and understand importance of goal attainment.
  • Demonstrated strong verbal and written communications skills are required with the ability to navigate multiple client systems efficiently and possess strong attention to detail.
  • Must be high-energy, outgoing individual that maintains a professional demeanor at all times.
  • Proficiency with Microsoft Office Suite and experience working with computers and computer applications.
  • Ability to learn quickly and adapt easily to procedural changes. Ongoing training required to maintain a thorough knowledge of existing procedures and client's product lines and service offerings to ensure consistent and accurate resolution of customers' questions.


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