Customer Service Director
7 days ago
About Vervent
We set the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services. Our industry-leading partners rely on us for primary strategic services including Loan & Lease Servicing, Call Center Services, Backup Servicing/Capital Markets Support, Credit Card Servicing, and Card Marketing & Customer Acquisition.
Job Description
The Call Center Supervisor is a key member of our team, responsible for overseeing the daily activities of the Call Center. This includes providing coaching and training, establishing expectations, and monitoring workflow. The ideal candidate will have a proven track record of leading high-performing teams and possess excellent communication and organization skills.
Responsibilities
- Coach and train team members as needed.
- Establish clear expectations and turnaround times.
- Monitor workflow and operational efficiency.
- Analyze and respond to trends in volume fluctuation, product mix, regulatory changes, and Client requirements.
- Perform QA monitoring and handle escalated calls.
- Provide insight into client needs and program requirements.
- Maintain current customer, collateral, and status information on all serviced accounts.
- Perform annual performance reviews and monthly performance coaching.
- Address, resolve, and document staff-related issues.
- Participate in the interviewing and hiring process.
Requirements
- Three years of collection/servicing experience and two years of supervisory experience in a fast-paced call center setting.
- High School Diploma or equivalent required, bachelor's degree preferred.
- Proven record of leading high-performing teams.
- Knowledge of collection laws required, knowledge of various asset classes desired with Automotive servicing a plus.
- High proficiency in MS Office required.
- Proficient in Contact Center software preferred.
- Good communication and organization skills, capable of handling diverse duties and changing deadlines.
Benefits
Vervent offers a competitive salary, medical, FSA & HSA, dental, vision, and more. We also offer 401k - 100% vested once you start contributing, a generous company match, regular employee health, wellness, and engagement activities, pet insurance, and more.
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