Supv Customer Service
Select Portfolio Servicing, Inc. - Jacksonville, FL

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Responsible for coaching and developing the skill level of Call Center Associates. Ensures call center productivity and quality of service goals are met preferably exceeded. Ensures company policy is followed and effectively communicated to customers and employees alike. Responsible for 10 – 12 Call Center Associates. Previous experience and demonstrated customer service expertise coupled with exemplary interpersonal and leadership skill are critical to job performance.

1. Monitor daily, monthly, and annual productivity of associates and deliver positive reinforcing feedback and coaching to improve quality of customer service given
2. Motivate team through contests and prizes
3. Assist associates with escalated customer issues
4. Assist associates in understanding company policy, procedures, and guidelines
5. Deal with personnel issues and staff coverage
6. Review and approve fee waiver request and or research request
7. Facilitate bi-weekly team meetings
8. Conduct monthly one-on-one meetings with associates
9. Meet time sensitive deadlines for projects assigned by Manager
10. Serve as the subject matter expert for high profile projects and assignments
11. Other duties as assigned

1. Bachelor’s Degree or equivalent experience
2. Previous experience as Customer Service Supervisor, Associate, or Industry equivalent
3. Working knowledge of MS Office applications including Excel and Word
4. Strong team leadership skills
5. Strong interpersonal and motivational skills
6. Excellent written and verbal communication skills
7. Ability to multi-task and problem solve
8. 1+ years’ management of at least 20 employees
9. 1+ years’ experience analyzing reports
10. 2+ years in a high volume call center environment

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Select Portfolio Servicing, Inc. - 2 years ago - save job