Responsibilities
- Oversee the integration and departure procedures for all new and departing team members in the Reductions Department.
- Develop and implement structured onboarding programs for new employees, monitoring their progress and productivity during initial ramp-up phases.
- Supervise trainees throughout onboarding and assign them to appropriate teams after training, in coordination with management.
- Arrange supplementary training for current staff members who show performance gaps.
- Monitor and report team performance metrics weekly and monthly, including deposits, closings, and case reviews.
- Ensure team members are aware of and working toward their monthly performance targets.
- Assist management in recognizing underperforming staff and support the development of improvement plans, coaching, or disciplinary actions.
- Review team productivity data weekly to detect trends, inefficiencies, or recurring issues.
- Lead weekly planning meetings and ensure follow-through via daily check-ins.
- Create weekly Fast Track Closings dashboards and track pending cases eligible for closure.
- Deliver weekly audit summaries and analytical insights to management.
- Support performance evaluations by compiling and submitting coaching manager data quarterly and annually.
- Track escalated calls, analyze root causes, and recommend corrective actions.
- Partner with management to assess staffing needs and identify operational bottlenecks.
- Suggest process enhancements to streamline workflows, remove redundancies, and reduce delays.
- Collaborate on the rollout and adherence to RPM audit protocols.
- Provide feedback on client satisfaction trends and help develop coaching materials for recurring client concerns.
- Demonstrate high-performance standards and regulatory compliance through personal work practices.
- Promote transparent communication, constructive feedback, and a culture of accountability and teamwork.
- Encourage team input on improving processes and workplace practices.
- Support management in applying disciplinary actions when necessary.
- Attend in-person training sessions as required, which may occur on weekends including Saturdays and Sundays.
- Receive 30 days' advance notice for scheduled in-person training to allow for planning and attendance.
Other
- Additional in-person trainings may be scheduled on weekends, including Saturdays and Sundays.
- Employees will be given 30-day notice prior to scheduled training to make arrangements to attend the training in-person.
