Operations Hub Supervisor

Summary

Operations Hub Supervisor serves as a coach and a resource to our customers, obtaining lease renewal payments and lease agreement renewals by understanding and explaining lease agreement terms and benefits and ensuring customers are fully satisfied with the product. An Operations Hub Supervisor builds relationships with customers over the phone to help bring them one step closer to ownership.  Operations Hub Supervisor oversees Hub staff as to certain duties and responsibilities.

Duties and Responsibilities

• Act in a supervisory capacity to oversee the Hub staff to achieve daily, weekly, and monthly goals. Stands in proxy for and is second up to the Manager, BrandsMart Leasing.
• Assists Manager, BrandsMart Leasing with operational functions which include account recommendations, payment frequency and payment history to monitor accuracy
• Utilizes provided tools to find and renew customers. Makes direct contact over the phone

         with customers who have not renewed their lease agreement(s)

• Educates customers on the benefits of timely lease agreement payments and leverages the proprietary suite of lease renewal options to help get customers to ownership.
• Upkeeps customer accounts and maintains updated customer information in the computer system
• Documents customer lease renewal payment appointments
• Works in partnership with retail partner when customers have an interest in buying or leasing additional merchandise
• Maintain the highest level of compliance with applicable policies, procedures, regulations, and laws
• Cleans and certifies merchandise at the cleaning station for merchandise personally returned
• Opens and closes the call center daily
• May be required to carry out field visit activities visiting past due customers in-home

Education and Experience

• 1 year customer service, call center, or collection experience required
• High School diploma or equivalent required
• 2 years of call center experience preferred
• 2 years of collection experience preferred
• 1-year supervisory experience preferred

Required Skills and Competencies