Supervises the daily activities of the Customer Service Department, and manages specific quality, performance and production goals for their team and department within company guidelines, policies, and procedures.  
 
Primary Responsibilities:

• Directly supervises team of Customer Service Representatives (CSRs) and Team Lead(s) to ensure quality, performance, and production goals are achieved within company guidelines. 


• Manages and develops Team Lead(s) to ensure daily maintenance coaching, side-by-side monitoring and training is completed.  Meets daily with Team Lead to discuss game plan, receive updates regarding observations and work completed, and delegate tasks. 


• Hires, trains, mentors, and manages performance of CSRs and Team Lead(s).  Prepares and delivers development plans as well as corrective action plans.


• Directly responsible for employee retention goals for their team and department. Addresses complaints and resolves associate problems.


• Oversees the development and execution of team incentives in conjunction with Credit Training. Prepares a strategic game plan to improve overall team results. 


• Performs quality monitoring for team in order to ensure quality service and customer satisfaction, and that business objectives are achieved.  Analyzes areas of opportunity and develops, documents and assists associates in the execution of their action plans.


• Monitors schedule adherence and submits exceptions (UMR).  Tracks team's attendance and communicates changes to the Workforce Management (WFM) Team to ensure accurate account of payroll hours.


• Monitors call volume and service level, and assigns workload to ensure associates remain productive.


• Fields questions from team and department to ensure timely resolution to customer inquiries. 


• Disseminates changes in policies and procedures as well as business expectations to all team members.  Leads team meetings as scheduled by WFM.  Prepares training materials as needed to communicate and reinforce procedural changes, department initiatives, and compliance adherence. 


• Promotes marketing incentives and programs to guarantee customer retention. Acts as the point person for team and leverages resources to manage, research and resolve all customer service complaints.


• Handles escalated calls and takes/makes calls in order to maintain queue level subject matter expertise.


• Provides feedback towards process improvements and best practices.  Participates in assigned committees. 

• Bachelor's degree preferred.


• Previous supervisory or Team Lead experience in a call center or customer service related function. 


• Must demonstrate leadership, presentation, and analytical skills at the supervisory level.


• Ability to multi-task and meet critical deadlines while maintaining composure in a fast-paced environment. 


• Ability to identify and promote continuous improvements. 


• Working knowledge of Microsoft Office applications and other call center technology as applicable.


• Flexibility with hours.

• Regular attendance is required


• Effective verbal and written communication skills


• Ability to work as part of a team and interact effectively with others


• Critical features of this job are described under the headings above.  They may be subject to change at any time due to reasonable accommodation or other reasons