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Senior Supervisor Customer Service

3 months ago

Sioux Falls, United States The Goal Family of Companies Full time
Job DescriptionJob DescriptionThe Senior Supervisor, Customer Service oversees specialized inbound and/or outbound calling queues and services within the Launch Servicing business unit. Responsibilities include managing call times, ensuring call quality, and overseeing staff scheduling. They play a key role in recruiting, hiring, training, and developing Customer Service Representatives. Effective communication of Launch Servicing policies and procedures through various channels to internal and external parties seeking loan status updates is essential. The Senior Supervisor serves as the primary point of contact for escalations and collaborates closely with business partners on daily operations and performance management.

Responsibilities:
  • Lead, coach, and mentor a team of Customer Service Representatives to achieve performance goals and deliver outstanding customer service.
  • Provide ongoing feedback, conduct performance evaluations, and oversee professional development initiatives to enhance team members' skills and capabilities.
  • Foster a positive and collaborative team environment that promotes teamwork, accountability, and high morale.
  • Manage day-to-day call center operations, including inbound and outbound call activities, to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
  • Monitor team performance metrics such as call quality, productivity, adherence to schedules, and customer satisfaction scores.
  • Implement process improvements and operational efficiencies to optimize service delivery and enhance customer experience.
  • Mentor non-Senior Customer Service Supervisors, providing guidance and support in daily operations and professional development.
  • Collaborate with cross-functional teams, including Operations, Compliance, and IT, to address customer service issues, implement new initiatives, and achieve business goals.
  • Monitor trends, quality metrics, and volume fluctuations.
  • Respond to escalated emails, calls, and inquiries with empathy & professionalism.
  • Represent the call center in meetings, presentations, and discussions with internal and external partners.
  • Conduct regular coaching sessions and performance reviews, ensuring continuous improvement and career development opportunities for team members.
  • Collaborate with key stakeholders to ensure Key Performance Indicators (KPIs) and/or Service Level Agreement (SLA) objectives are achieved.

Education & Other Minimum Requirements
  • Minimum of 5 years of experience in a leadership role within a financial services call center environment.
  • Minimum of 8 years in a call center and/or consumer loan operations role.
  • Proven track record of successfully managing and motivating a team of diverse individuals to achieve performance targets and deliver exceptional customer service.
  • Deep understanding of call center metrics, KPIs, and best practices in customer service operations.
  • Experience in implementing process improvements and optimizing workflows.
  • Proficiency in managing escalated customer issues and resolving conflicts effectively.
  • Strong analytical and problem-solving abilities to identify trends, root causes of issues, and implement solutions that drive operational efficiency and customer satisfaction.
  • Familiarity with customer relationship management (CRM) systems, workforce management tools, and call center software. Ability to leverage technology to streamline operations and improve service delivery.
  • Understanding of regulatory requirements and compliance standards relevant to the industry, ensuring adherence to legal guidelines and company policies.
  • Excellent verbal and written communication skills to effectively interact with team members, stakeholders, and clients. Ability to articulate complex ideas clearly and concisely.
  • Capacity to thrive in a fast-paced environment with changing priorities and business needs.
  • Strong commitment to customer service excellence and satisfaction. Ability to advocate for the customer while balancing business objectives and operational constraints.

Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:
  • 401(k) + company match up to 4%
  • Medical, dental, and vision coverage
  • Annual HSA contribution of $1,600
  • Life insurance, disability, and critical illness
  • Birthday holiday
  • 2 floating Community Days
  • Hybrid work schedule based on length of service and performance standards.
  • Free snacks and drinks in the office
  • Tuition reimbursement program
  • Generous PTO, including Paid Parental Leave
  • $2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
  • Community funds, wellness funds, and more
Learn more about our benefits by viewing our 2024 Employee Benefits Brochure.

Goal Solutions, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.

Directly or through its subsidiaries, GSS Data Services, Launch Servicing (“Launch”) and Turnstile Capital Management (“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been named “Best Places to Work” by the San Diego Business Journal since 2015.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

 

Equal Employment Opportunity

It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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