Convergent Mission

To use our talent, technique and technology to maximize the value of our clients’ receivables through respect for the debtor, effective collection/call center management, high ethical standards and strict adherence to applicable laws, regulations and policies.

Convergent is an equal
opportunity employer.

Healthcare Openings

(click job title for details)

Business Systems Junior Processor
Gainesville, VA | AHC

Human Resources Generalist
Irving, TX | AHC

Consumer Collections Openings

(click job title for details)

Benefits Coordinator
Atlanta, GA | ERS

Trainer
Atlanta, GA | ERS

Customer Service Rep - Augusta
Augusta, GA | ERS

Collections Representative
Houston, TX | ERS

Supervisor - Sprint
Montgomery, AL | ERS

Trainer
Montgomery, AL | ERS

Collector
Phoenix, AZ | ERS

Collector
Renton, WA | ERS

Employees Say:

“ERS is a great place to work. I really enjoy the job, the atmosphere, the people and management. I wouldn’t be successful without these people who believe in me. Thank you ERS!”

Ken Jones
Collector
ERS

Position Details

Title:	Bilingual English/Spanish Call Center Supervisor
Location:	Houston, TX
Time:	Full-time
Description:	JOB TITLE: Supervisor - BILINGUAL ENGLISH/SPANISH CLASSIFICATION: Exempt SUMMARY: Supervises and coordinates activities and operations of a team Collections Agents. DUTIES AND RESPONSIBILITIES: The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to business need.
Duties:	• Supervise a team of agents • Organize, direct, and monitor daily activities of team of customer service agents. • Monitor and review individual and team performance. • Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required • Monitor and analyze productivity of agents; generate reports based on analysis. • Field questions from team and possibly clients; recommend corrective services to address customer complaints. • Provide coaching and development feedback. • Ensure all client compliance requirements are met. • Monitor and ensure compliance with attendance, dress code, and all ERS policy. • Maintain contact with client as determined by management. • Monitor email and voice mail to ensure all communications are up to date and accurate. • Ensure all payroll deadlines are met. • Ensure daily and monthly performance results are tracked by agent and team. • Conduct monthly / annual performance reviews with direct reports • Administer performance improvement plans and disciplinary warnings as needed. • Train, motivate, develop and reward customer service agents. • Responds to and works to resolve agent concerns in a timely manner • Prepare reports as needed. • Perform customer service agent duties as needed. • Perform other duties as assigned by manager. • Possess working knowledge of utility industry regulated market credit/collections practices
Requirements:	• At least 1 year of previous management experience, preferably in a call center setting • Availability to work from 7am-11pm weekdays, and weekend hours may vary • Calculate figures and amounts. • Analyze statistical requirements • Coordinate multiple tasks simultaneously. • Understand and respond to diverse population. • Manage by Walking Around (MBWA)