Lead Credit Services (Workforce)

Lead Credit Services (Workforce)

Do you have a passion for helping others? Looking for a Lead position that values integrity and teamwork? If so, you'll fit right in with Spectrum's Credit Services team!

The Workforce Lead is part of the Workforce Team within the Operations Support Department of Credit Services. Credit Services supports both internal and external customers utilizing various communication media to complete work tasks and processes involving collections, payment exceptions, and refunds.

WHAT OUR WORKFORCE MEMBERS ENJOY MOST

• Helping our clients achieve their goals.
• Being trained by and learning from an experienced supervisor.
• Working collaboratively with team members to ensure success.
• Identifying and presenting improvement opportunities.

LOCATION

12238 Silicon Drive, Suite 129

San Antonio, Texas 78249

(near the intersection of IH-10 and De Zavala Road)

JOB SUMMARY

The Workforce Lead manages phone campaigns, audience validation, content publishing, channel management, quality assurance, and operational governance with the goal of ensuring 100% accuracy and alignment with operational targets.

ESSENTIAL RESPONSIBILITIES OF THE POSITION

• Actively and consistently support all efforts to simplify and enhance the Customer Experience.
• Maintain campaign documentation including requirements, workflow diagrams, UAT results and approvals in systems such as Microsoft Power Apps, SharePoint and TMS.
• Track customer support work queues within established Service Level Agreement (SLA) standards.
• Provide regular campaign status reports, issue logs and operational updates to stakeholders.
• Monitor collection campaigns with the goal of maintaining 100% accuracy by validating business requirements, targeting rules, segmentation logic and personalization elements prior to deployment.
• Identify methods to align processes and procedures to improve efficiency, quality and compliance.
• Support analytics and reporting requests using dashboards and tracking tools.
• Identify, report and present to your leader any opportunities discovered that may offer individual or department improvement.
• Actively participate in training and coaching activities to improve service.
• Ability to work within the Hours of Operation with consistent and punctual attendance.
• Perform other duties as requested by the supervisor.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: 4+ years related experience in similar field and/or training.
• Experience: 3+ years experience dealing with and resolving difficult and escalated issues.
• Skills: Effective professional, verbal and written communication.
• Technical Skills: Knowledge of basic accounting, mathematics, and general office procedures.
• Education: High School Diploma or General Educational Development (GED) Certification/Degree.

Preferred Qualifications

• Strong hands-on experience with advanced dialing methods.
• Audience segmentation and subscriber lifecycle management.
• SQL for complex audience validation queries.
• Campaign tracking, reporting, and performance analysis.
• Experience with documentation tools: Jira, SharePoint.
• Ability to effectively present information to leaders, clients and customers.
• Ability to solve practical problems and deal with a variety of variables.
• Effective accuracy and problem-solving ability.
• Ability to perform effectively in a fast-paced multi-tasking environment.
• Ability to make sound business decisions.
• Expert knowledge of Microsoft Office applications and Smartsheet.
• Work history of accountability and dependability.