Employee-owners have made Cenlar one of the nation's largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Customer Interaction Operations Supervisor
Oversee a team and daily operations in the Customer Service Call Center, managing 'real time' work volumes and providing assistance to customers/members, clients and staff.
Manage, motivate and train staff:
Meet weekly with direct reports for performance metrics review and professional development.
Facilitate regularly scheduled staff meetings.
Perform annual staff reviews; establish individual goals for development.
Motivate employees to reach department goals and objectives.
Train and assist staff to handle work volume and issues, in accordance with company policies and procedures and RESPA compliant.
Manage the integrity of the customer service process:
Assist with daily scheduling for call volumes and adherence to client/company overall service level agreements (SLA).
Establish and monitor goals for acceptable performance in accordance with company standards.
Assist with quality programs and development/execution of policies and procedures, campaigns and incentive programs.
Ensure all tasks, emails, correspondence, research functions are handled in conjunction with SLA and compliance standards.
Identify trends and escalate issues to manager timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures.
Participate in handling incoming and outbound call needs, to meet department/client goals.
Oversee and respond to real time customer issues/incidents that impact company initiatives.
Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement.
Facilitate outbound call programs; provide weekly/monthly reporting.
Participate in supervisor rotation for manning the assistance line to coach staff real time, maximizing consistency of knowledge and improving processes and impact on customers.
Act as direct back-up to Service Leader and Quality Coordinator
Act as a liaison in the development of strong working relationships for the consistent improvement of functions; hold regularly scheduled meetings with other managers throughout the company.
Other duties as assigned.
Four year college degree or equivalent, or minimum three years progressive customer service experience in a call center environment
Previous supervisory experience preferred
Strong leadership skills, demonstrated by role modeling in actions and words
Excellent interpersonal, coaching and counseling skills
Excellent problem resolution and customer service skills
Excellent verbal and written communication skills
Excellent organizational and time management skills
Ability to work in a fast pace environment
Professional demeanor and appearance
Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO .