About the Customer Care Supervisor Position

We are looking for a capable Customer Care Supervisor to organize and direct the staff of our call center. You'll be responsible for assessing their work and giving them the kind of feedback that maximizes their performance.

Our call center supervisor must have customer service and supervisory experience. The ideal candidate will have great communication skills, plus be able to lead and motivate a team. You'll be organized, reliable, and results-oriented.

Your goal will be consistent, excellent performance from your team to support out company's drive toward sustainable business growth

What You’ll Do as a Customer Care Supervisor

  • Demonstrate company values in all interactions
  • Supervise, coach, mentor, and motivate team members to meet and exceed performance expectations through sharing wins and successes, fostering open dialogue, and positively inspiring teamwork
  • Ensure team members are provided proper training and development to achieve optimum performance
  • Ability to maintain and analyze reporting on a daily, weekly, monthly, and year to date basis demonstrating a strong understanding of the KPIs and what drives agent performance
  • Directly monitor individual results, implement corrective actions that address sub-par performance
  • Effectively handle customer escalations through demonstration of same-day resolution
  • Ensure team member accountability and adherence to all policies and procedures
  • Successfully partner with peers, leadership, and coordinating departments to achieve business goals
  • All other duties as assigned

Minimum Experience and Qualifications

  • High energy is an absolute must
  • Must demonstrate teamwork on a daily basis
  • Strong background in development and management of others
  • High school diploma (Higher education a plus)
  • Strong customer service and effective oral and written communication skills
  • Knowledge and experience in Microsoft Office suite including intermediate level Excel skills
  • Minimum experience of 3 years serving in a customer service environment
  • Minimum 2 years of leadership or supervisory experience in a related field; loan experience preferred
  • Must understand and meet the demands of a customer-focused call center environment
  • Must work independently, manage multiple projects and produce timely and effective results
  • Bi-lingual (English & Spanish) a plus

Competencies

  • Excellent problem-solving skills
  • Desire and ability to coach and motivate team members
  • Excellence with attendance, attitude, teamwork, and overall business knowledge
  • Live and breathe company mission, pillars and values
  • Teach and implement new/updated policies and procedures as well as continuously follow-up to ensure team members are actively practicing those changes
  • Technical and functional expertise
  • Drive for results
  • Detail orientated

Benefits We Offer

Working at Advance Financial is more than just another job. We pride ourselves on creating a world-class experience for our customers and employees. Some of the benefits of this position include:

  • Salary starting at $40,000
  • 100% company-paid health insurance
  • 401k with 5% company match
  • Student Loan Repayment Plan
  • On-site gym

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. Must be available to work all shifts, days, evenings, nights and weekends. Must be able to remain in a stationary position for 50% of the time.

Work Environment

Fast-paced retail service environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AAP/EEO Statement

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on merit, qualifications, and abilities. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, or any other characteristic protected by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. Any employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of their immediate supervisor and/or the VP, Human Resources. Employees can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment.

  • Help us create targets for individuals and teams

  • Hire and onboard new employees

  • Answer questions from staff and provide guidance and feedback

  • Anticipate escalation and take over calls when needed

  • Devise ways to optimize procedures and keep staff motivated

  • Measure team performance with key metrics such as call abandonment, calls waiting, etc.

  • Ensure adherence to policies for attendance, established procedures etc.

  • Keep management well-informed about issues and problems

  • Prepare monthly/annual results and performance reports

Call Center Supervisor Requirements

  • Proven experience as call center supervisor or similar supervisory position

  • Experience in customer service is essential

  • Proficient in English; Good knowledge of additional languages will be a definite plus

  • Working knowledge of MS Office

  • Tech savvy with knowledge of telephone equipment and relevant computer programs

  • Knowledge of performance evaluation procedures

  • Outstanding communication and negotiation abilities

  • A results-oriented approach

  • Excellent organizational and leadership skills

  • Ability to work under pressure

  • High school diploma