Position title
Call Center Supervisor
Description

The Call Center Supervisor is responsible for supervising and coaching employees, assisting the Contact Center Manager and Director with daily operations, hiring needs, identifying employees with the necessary skills for development and succession, and disciplinary action as needed. Must ensure all policies and procedures are being followed to promote accuracy, efficiency and a high level of customer service excellence.

Essential Duties & Responsibilities
  • Train and supervise the workflow of the Instant Credit Department. Ensure that the daily work assignments are completed in a timely, accurate and efficient manner.
  • Authority to request activities and properly disposition all accounts.
  • Monitor OnBase to ensure all documents are unlocked and duplicates are deleted prior to the end of your shift.
  • Identify and assess customers’ needs to achieve a high level of customer satisfaction and/or route calls to other departments.
  • Act as direct liaison for the Distributors when team members are not available.
  • Inspect and audit Accept Lists in OnBase to ensure accuracy, completeness and all compliance requirements are met.
  • Assist Manager and Director with daily operations including development, implementation, training and recognition.
  • Encourage employees to progress and improve; influences employees to do their best.
  • Prepare and conduct employee evaluations; recommend promotions and/or development, including supporting documentation.
  • Ability to manage Castel System; ensure all calls are completed.
  • Follow communication procedures, departmental policies and compliances. Assist with the implementation of new policies and procedures.
  • Ensure employees have appropriate resources to perform job duties, to include job training and cross-training.
Skills & Abilities
  • Ability and patience to lead, mentor and coach others.
  • Superior customer service skills and desire to help consumers.
  • Excellent written, verbal and interpersonal skills.
  • Self-motivated; can complete tasks without being asked.
  • Ability to multi-task in a busy, fast-paced, sometimes stressful environment with frequent interruptions.
  • Ability to promote a positive work environment for current and prospective employees.
  • Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Suite (Outlook, Excel, Word, PowerPoint), Internet/search engine savvy, and OnBase.
Minimum Qualifications
  • High School Diploma or GED required. AA/AS degree in relevant field a plus.
  • Call center / customer service experience is a plus, but not required.
  • Management and/or supervisor experience required.
  • DATA ENTRY 7000 keystrokes preferred.
  • Maintain alphanumeric data entry accuracy rate of 95% or above.

WORKING CONDITIONS

  • This is a full-time position located in Westlake, Ohio.
  • This is a fully in-office position working Monday - Friday 8:00am to 4:30pm, can be flexible on schedule.
Employment Type
Full-time
Duration of employment
Permanent Position
Industry
Financial Services
Job Location
Westlake, Ohio, 44145
Working Hours
8+ hours a day
Date posted
January 6, 2023
Valid through
April 19, 2023
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Position: Call Center Supervisor

Call Center Supervisor via United Consumer Financial Services

Thank you for your interest in UCFS. A member of our hiring team will be in contact if additional information is needed or we wish to schedule an interview. If you are not selected for an interview, we encourage you to view our postings regularly as new positions are posted when available.