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Call Center Supervisor

3 months ago

Fort Thompson, United States Dakota Economic Development Corp Full time
Job DescriptionJob DescriptionSalary: $20/hr

Position Summary:


The Call Center Supervisor’s primary mission is to drive loan origination goals whilst ensuring optimal performance of every member on their team. The Supervisor has access to critical, and potentially sensitive, corporate systems and company & customer information.


Essential Functions:


· Inspires & Motivates: team members to meet and exceed loan processing goals on a daily basis through active presence on the floor 100% of the time.

· Mentors Coaches & Performance Manages: team members for continuous improvement of the Loan Processing function with a focus on delivering a superior customer experience that exceeds internal and external customer needs and expectations.

· Documents: Account Specialist coaching, performance improvement plan and disciplinary documents where applicable.

· Evaluates: Account Specialists using Anagram, Five9 live monitoring or side by sides to ensure they are providing accurate information and making sound decisions when processing loans for customers.

· Assesses: individual and team performance consistently and provide candid and timely feedback to agents including annual performance reviews.

· Compiles & Distributes: team performance metrics and identifies areas for coaching and performance management.

· Other duties as assigned.

· Supervisor may be required to work longer than the regularly assigned workday hours to complete assigned tasks and manage Team.

· May be required to work on designated holiday as indicated by annual holiday calendar.