Customer Service Supervisor (Anaheim)
Cashcall - Anaheim, CA

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CashCall is looking for dynamic professionals that are self-motivated, trustworthy and can quickly adapt to change in a fast-paced environment. Qualified candidates will support and promote a positive work atmosphere. Team work is essential to our success and we are looking for individuals that demonstrate caring, compassion and an ability to get along with others.

  • Provide day-to-day supervision to assigned team and overall department.
  • Monitor daily, weekly and monthly performance and attendance.
  • Perform side-by-sides, one-to-ones and career development conversations.
  • Review calls complete call monitors and deliver feedback.
  • Ability to give and receive feedback while conducting coaching and counseling sessions.
  • Accurately and thoroughly document performance issues.
  • Ensure proper coverage for inbound and outbound campaigns.
  • Effectively communicate expectations and objectives.
  • Ability to coordinate work assignments to ensure all deadlines are met.
  • Review, process and/or respond to customer correspondence and requests.
  • Prepare and/or process documents; review for accuracy and completeness; update information and/or evaluate against policy; compare elements for consistency or logical relationship, etc.
  • Conduct audits and ensure appropriate processing of all incoming and outgoing correspondence.
  • Continually work to improve team, department and organization's performance
  • Maintain accurate employee documentations and recommend improvement plans as needed.
  • Ability to work with numerous departments.
  • Accurately document all information pertaining to accounts.
  • Receive research and respond to incoming questions; provide information, explain policies and procedures and/or facilitate a resolution.
  • Perform other duties as assigned.
  • Read, interpret and apply federal, state and local collection laws, rules, regulations and company policies and procedures.
  • Interact with internal and external customers in a manner which shows sensitivity, tact and professionalism.
  • The ability to negotiate with customers.
  • Use advanced business math to solve problems.
  • Communicate clearly, concisely and effectively both verbally and written.
  • Follow written and/or verbal instructions.
  • Proficient with MS Word.
  • Demonstrate strong follow up abilities with attention to detail.
  • Ability to adapt to change and work in a fast-paced environment.
  • Minimum 2 years customer service experience; preferably in a call center environment.
  • Minimum 2 years supervisory experience; preferably in a call center environment.
  • Bi-lingual is a plus.
  • Dialer experience is a plus.
  • Must be able to maintain a regular 8-hour shift five days per week either Monday-Friday or Thursday – Monday, one 10-hour shift during the week, and 2-3 weekend days per month, in addition to a mandatory 12-hour shift on the last business day of the month. Should the last business day of the month fall on a weekend, the mandatory 12-hour shift will be worked on the last Friday of the month. Other mandatory shifts will be scheduled for the remaining days of the month that fall on a weekend. These shifts may include an eight (8) hour shift on Saturday and a four (4) hour shift on Sunday. Failure to report to work for any of the mandatory shifts may result in disciplinary action up to and including termination.
  • Shifts may vary and are subject to change based on business needs. No Exceptions.