Job Details

• Adhere to the Privacy Act as it relates to the confidentiality of information released;
  • Maintain up-to-date knowledge of the Illinois Tollway regulations and policies as they apply;
  • Responsible for direct oversight of call center agents and their responsibilities including but not limited to:

• Manage daily activities of lead call center agents
• Randomly listen in on calls;
• Establish communication with agent;
• Resource for questions, issues, or concerns;
• Inform manager of performance issues or needs;
• Assist with agent training;
• Ability direct agent and lead performance issues with tact;
• Initial performance review of agents and applicable documentation;
  • Responsible for accurately completing settlement forms and applying dismissals to accounts as they pertain to said settlements;
  • Researching inquiries and correcting mistakes pertaining to but not limited to payments - reversals and reapplying, missing payments, bankruptcies, collections, suspensions, disputes and administrative appeals;
  • Making outbound calls to violators with regard to, but not limited to, payments, hearings, disputes, and general questions. Will also return phone calls to violators as needed;
  • Preparing refund requests;
  • Responsible for processing emails pertaining to, but not limited to, general questions, challenges to notices, questions about online images, etc. Only general questions, and those not requiring account-specific information will be handled. In some cases, multiple exchanges with the customer may be required. For some, effective handling may require data review/ research/fact finding;
  • Sense of urgency when responding to customer needs;
  • Performs other duties as assigned by leadership
• Propose budget and implement monthly call center incentives
• Call evaluation review of assigned call center leads at least three times per month with applicable documentation

• Associates degree preferred from an accredited institution in business management or related field required;
• One-year experience working in a call center;
• One to two years of experience quality monitoring in a call center environment;
• One to two years quality and assurance coaching;
• Ability to effectively work within established contractual turnaround times;
• Detail oriented, as well as ability to manage multiple tasks with follow-up skills.
• Advanced proficiency with MS Office applications;
• Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment;
• Experience working in a continuously changing environment;
• Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks;
• Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.