Customer Service Supervisor

Job Description:The Customer Service Supervisor is responsible for inbound and outbound calling queues supporting the Launch Servicing business unit. The Customer Service Supervisor will manage call times, call quality and staff scheduling. The Customer Service Supervisor will assist in the recruiting, hiring, training and ongoing development of Customer Service Representatives. Furthermore, this position requires effective communication of Launch Servicing policy and procedural information via multiple communication channels to and from internal and external parties seeking loan status and updates. The Customer Service Supervisor will serve as the primary point of contact for internal and external escalations. In addition, other responsibilities include allocating daily work, monitoring calls and working closely with business partners and time and performance management.Responsibilities:Manage inbound and outbound and allocate the daily pipelineBe the first point of contact/escalation for employeesCoordinate with cross functional teamsIdentify and research inconsistencies within the departmentProactively interact with applicants and team membersMonitor trends, quality, and volume fluctuationsAnswer escalation emails, calls and inquiriesPerform time management dutiesSet measurable team member goalsComplete 1:1's with all direct reports monthly and ensure Trimester performance reviews are completed timelyEducation & Other Minimum RequirementsMinimum of 2 years in a leadership roleMinimum of 5 years in a call center and/or consumer loan operations roleExperience working with VOIP calling systems and queuesExcellent verbal and written communication skills to articulate file status and outstanding conditionsBonus points if you have:Ability to review consumer loan documentationAn eagerness to learn and grow your leadership skillsA drive to succeed, a sense of urgency, and a passion for your workAn all-around team player attitude

Created: 2025-02-22