Customer Service Supervisor

  • LoanCare
  • Moon Township, PA, USA
  • Jun 25, 2019
Full time Customer Service/Call Center

Job Description

JOB SUMMARY

 This position is responsible for the overall performance of the call center floor and ensuring that the performance standards are met or exceeded. These standards include but are not limited to service levels, abandonment rate, and interaction quality. The Supervisor will provide leadership for the customer service agents who report to them, while providing growth opportunities within the call center. This will be done through regular interaction monitoring and coaching sessions. Each Supervisor will manage between 15-20 Customer Service Representatives and is responsible for communicating, organizing, and enforcing department goals and expectations to staff. The Supervisor will be responsible for staff coverage, approving time off, and timecard approval of their agents. The Supervisor will need to be able to work within a multi-supervisor unit where decisions, processes, and procedures will have to be created, delivered, and enforced by them and their peers in a fair and equitable manner. The Supervisor will be expected to lead and complete projects and tasks assigned to them while still meeting the department’s performance standards. This position will have to complete all department reports and have them prepared for as well as completing the monthly business report. The Supervisor will need to lead the department/team meetings as well as attend all meetings they are assigned.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

  • Provide leadership to customer service representatives and develop growth opportunities within the Call Center
  • Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and disciplinary actions.
  • Respond to Subpoena Requests
  • Implement and monitor key controls and manage appropriate operational risks.
  • Maintain the relationship, contracts, and credit reporting to all the credit bureaus
  • Regularly review department workflows, performan impacts and implementation of new processes and strategies affecting the Call Center
  • Maintain reporting log with all received complaints
  • Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables
  • Excellent verbal and written communications skills
  • Prepare or review various Call Center reports, forms, correspondence, e-mail messages, logs and budget.
  • Ability to work hard and long when conducting research and awaiting results
  • Able to react to change productively and handle other essential tasks as assigned
  • Establish and maintain relationships with the company’s vendors
  • Responsible for requesting, creating/preparing, updating/revising, reviewing, testing, finalizing/approving, conduct training and maintain the departments policies and procedures
  • Other duties, responsibilities, and job functions as assigned

 

MINIMUM QUALIFICATIONS

 

  • High school diploma or GED
  • Bachelor’s Degree or equivalent
  • 5 years of supervisory experience (preferably in a call center)
  • General knowledge of mortgage lending/servicing industry
  • Must be flexible, organized and have the ability to manage and prioritize daily assignments to include conducting preliminary surveys necessary for research, looking up data and finding research material for the study and ensure accuracy of the information being researched
  • Excellent communication skills, both oral and written
  • Strong leadership skill
  • Solid interpersonal and relationship building skills
  • Analytical with the ability to detect problems in workflow
  • Ability to multitask on various items while meeting strict timelines and deadlines
  • Candidates must have knowledge of office methods and procedures
  • Candidates should have the ability to handle standard office equipment (e.g. personal computer, calculator, copier, facsimile machine, scanner, microfilm reader, etc.)

 

WORK CONDITIONS

 

Working conditions are normal for an office environment. Must have the ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.

 

ESSENTIAL FUNCTIONS

  Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

 Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

 English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

 Speaking — Talking to others to convey information effectively.

 Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

 Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

 Instructing — Teaching others how to do something.

 Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

 Time Management — Managing one's own time and the time of others.

 Writing — Communicating effectively in writing as appropriate for the needs of the audience.

 Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

 Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

 Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

 Written Comprehension — The ability to read and understand information and ideas presented in writing.

 Inductive  Reasoning  —  The  ability  to combine  pieces  of  information  to form  general  rules  or  conclusions  (includes  finding  a relationship among seemingly unrelated events).

 Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

 Near Vision — The ability to see details at close range (within a few feet of the observer).

 Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

 Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

 Speech Recognition — The ability to identify and understand the speech of another person.

 Speech Clarity — The ability to speak clearly so others can understand you.

 

PHYSICAL DEMANDS

Sitting up to 95% of time

Walking up to 5% of time

Occasional standing, stooping, kneeling, crouching and reaching

 

EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY

LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.