Division Manager

Division Manager
Job Code:1625
Location:Augusta ME
Description
TSI, is a leading supplier of specialized business process outsourcing (BPO) services that are delivered in our call centers through a diverse workforce across North America supporting clients in multiple vertical markets comprised of banks, energy and utility companies, health care providers, universities, and government organizations. We support the entire customer lifecycle that includes customer acquisition, full loan servicing, delinquency management, and collections utilizing a combination of voice, chat, email, SMS, and interactive voice messaging channels. As a result, employees enjoy the opportunity to grow, develop and build long-term careers in exciting industries, supporting the best brands in business, all while earning tenure with a specialty BPO leader. TSI represents a new company name, but one with over 40 years of experience and success serving these markets.
About the Role
The Division Manager will support our first party income tax project for Maine Revenue Services including collections, problem resolution, payment processing, and lein teams.
Principal Responsibilities
+ Maintain individual and department productivity reports. Publish daily, weekly, monthly, and year to date statistics.
+ Respond to system issues, escalated calls & inquiries in a timely and knowledgeable manner.
+ Manage unit productivity, monitor workload, and ensure that quality standards are consistently achieved and guidelines are followed.
+ Establish organizational structure by assigning responsibilities, delegating authority, recruiting, selecting, and providing support in staff development.
+ Manage, train, and develop team members.
+ Coordinate daily staffing such that personnel are utilized in a cost-effective manner, eliminate redundancies, and maximize recoveries.
+ Administer programs and action plans to meet service and productivity goals.
+ Develop and implement new incentive programs.
+ Overall responsibility for achieving revenue goals.
+ Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations regulating the industry.
+ Knowledge, understanding, and compliance with TSI policies and procedures.
+ Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
+ Accountable for all decisions, actions, and directives with respect to job responsibilities.
+ Ensure compliance with client, office, and company standards, policies, and procedures.
+ Provide feedback to management concerning possible problems or areas of improvement as well as performance of team.
+ Partner with Maine Revenue Services on the day to day operations of a first party income tax project
+ Perform other duties as assigned by management.
Qualifications
+ Bachelor?s Degree or equivalent relevant work experience.
+ 4 years of related and/or management experience required. 5 years of related and/or management experience preferred.
+ Intermediate level computer skills.
+ Excellent product knowledge.
+ Excellent interpersonal, written, and oral communication skills.
+ Ability to direct and motivate others in a team fostered environment.
+ Ability to work in a multi-tasked environment.
+ Ability to prioritize and organize work.
Work Environment
+ Office environment.
+ Ability to lift and/or move 20 pounds with or without accommodation.
We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws. 1fb5c0eb117447a486e7f34594d32e03

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