Contact Center Supervisor

areContact Center Supervisor - $400 bi-weekly bonus potential (additional; $5.00 per hour)

Company Overview:

CreditServe provides management consulting and contact-center services for financial services which represents an energetic, fresh, and fun approach. We are a diverse team of people coming together to deliver best-in-class results.

Why Us?!

At CreditServe, we pride ourselves in our team’s skill sets and ability to produce industry leading results from an elite team. We invest in our employees who can learn quickly and have the ability to grow with us. By joining our team, you will be involved in developing industry leading solutions, have extremely valuable resources to learn from, develop agents into top talent customer service reps, and work for a company that highly values its talented employees. We have a bi-weekly bonus program that is in addition to the hourly wage. We also offer a very competitive benefits package, including 401k.

Job Description:

The Customer Service Supervisor leads a team of customer service Contact Center agents which are accountable to deliver a consistently exceptional customer experience.

This role will continually assess and improve the skill level of the customer service team. The Supervisor will ensure that processes and operational effectiveness are executed within CSI standards and policies while looking for opportunities for improvement. This role is expected to directly manage customer escalations from the Agents, investigating as required, and providing resolution to customers within defined timelines and standards.

Position Requirements:

• Establish working relationships with direct reports to solicit their views on the working environment, potential changes affecting their work, and continuous improvement opportunities
• Perform side-by-side coaching activities by listening to customer calls, providing immediate feedback on critical issues, and coaching the agents as part of overall performance and development plan.
• Develop and sustain a team of direct reports who are engaged in delivering the performance required to meet business targets, including coaching and the creation and implementation of training and development plans in an environment with a continuously evolving workforce..
• Monitor quality control daily through established systems and call monitoring to ensure that a high level of customer service is being provided to customers.
• Proactively monitor team results daily and analyze where improvements need to be made,
• Identify process improvement opportunities, including system changes/parameter changes, to increase the efficiency and effectiveness of team and still maintain an exceptional level of service to the customer.
• Maintain up-to-date knowledge and understanding of processes and relevant legal, regulatory and technology requirements. Provide input to management and support teams regarding technology effectiveness

Our Ideal Candidate:

• Servant leader mentality
• Leadership and mentoring with a 'coach' mindset
• Show Empathy and Sensitivity
• Conflict Resolution & Analytical Skills
• Effective Listening Skills
• Expert communication and relationship building skills
• Strong Organizational skills
• Ability to multi-task in a fast-paced environment
• Able to stand and walk for long periods of time
• Knowledge of banking platforms and financial services is a plus
• Auto Sales and Finance experience a plus

Job Requirements:

• Pass a criminal background check
• Able to work a shift between 7 am - 7pm Monday - Friday
• Able to work 8am - 5pm on Saturday (Rotating Saturdays)
• (Closed Sundays)
• 2+ years of relevant experience

Job Type: Full-time

Pay: From $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Application Question(s):

• This is a work-in-office position. Are you okay with working in a Contact Center environment?

Experience:

• Call center Supervisor: 2 years (Required)

Ability to Relocate:

• Pflugerville, TX 78660: Relocate before starting work (Required)

Work Location: In person