Call Center Supervisor, Customer Service - Remote

Overview

As a Call Center Supervisor, Customer Service, your primary responsibility is to oversee the day to day functions of a team of representatives, ensuring success and a quality customer experience.

In Short

• Manage metrics, performance criteria, policies, and procedures to improve productivity.
• Review quality assurance reports and provide coaching to representatives.
• Conduct one-on-one meetings and performance reviews.
• Identify trends and recommend solutions to improve performance.
• Assist with new hire interviews and manage onboarding.

Requirements

• 3 years of leadership experience in a related capacity.
• Experience in the financial industry and/or loan operations.
• Excellent written and verbal communication skills.
• Ability to coach, train, and motivate employees.
• Capable of navigating tense situations calmly.

Benefits

• Hybrid work schedule: in-office Tuesday to Thursday, remote on Mondays and Fridays.
• Health, dental, and vision insurance including mental health benefits.
• 401(k) matching plus a Roth option.
• PTO and paid holidays off.
• Sabbatical program for eligible roles.
• Summer hours for eligible roles.
• Paid parental leave.
• Employee recognition and rewards program.
• Charitable matching and a paid volunteer day.