Call Center Supervisor

Concord is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers – and their customers – in multiple asset classes. We are service-focused innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions.

As a Customer Services Supervisor your responsibilities include interviewing, candidate choosing and training employees; scheduling, assigning, and directing work; performance appraisal; rewarding and disciplining employees; addressing complaints and solving problems

- Manage resources to complete daily work, meet client contractual obligations and client expectations.
- Monitor results take collections and focus on service level strategy for mosaic.
- Provide feedback, coaching and monitoring to ensure Agents are performing assigned duties correctly and efficiently.
- Enforce, review and evaluate current policies and procedures; make recommendations for amendments as necessary.

Requirements

- Handle Supervisor Calls as needed.

- Provide all reps with client’s request and updates.
- Organize and propose contests, do follow up and provide the results to Executive Collection Management Team and team members.
- Write and administer employee performance reviews.
- 1 on 1 meeting with the agents
- Team performance tracker
- Attend client meetings when required
- HR notifications; absenteeism, sick days, etc.
- New Hire Interviews
- Send monthly goal template for Mosaic
- Print, sign and review with team members Compliance monitoring sheets and Quality Assurance formats.
- Able to adapt to changes efficiently and handle new tasks as assigned.
- Meet daily (as many times as needed) with the Energy Team Manager and Director to keep up to date with the campaigns and accounts that are being worked.
- Motivate team members and keep them updated on all departmental goals, strategies, actions, contests, etc.
- Assist in training and give orientation to all new team members.
- Communicate all relevant changes and updates to CC Leaders.
- Organize monthly review meetings with each team to summarize previous month’s results and future action plan
- Conduct performance appraisals to the team members once a year.
- Provide performance warnings (write-ups) and offer constructive feedback.
- Grant CS awards when a team member performs above and beyond on a call.
- Provide live stats to team members.
- Check daily phone stats and review them with each team member / client coordinators.
- Prepare monthly working schedule (from Monday to Saturday) and make necessary changes if needed.
- Assure team members have all necessary tools (hardware, software and internet access) when scheduled to work from home as part of the Disaster Recovery Plan.
- Supervise each team member’s attendance.
- Supervise each team member’s phone starts.
- Attends all Contact Center Leadership meetings and prepares a recap to share with Team members when applicable.
- Performs call auditing and account analysis as necessary in order to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.
- Work with Executive Collection Management team to ensure appropriate staffing levels to meet the demands of client business.
- Inform daily, weekly and monthly schedule changes for all team members.
- Track vacation time and scheduling for team members

Benefits

- Salary 18,000
- Guarantee commissions per 3 Months 12,500
- grocery vouchers 2,000
- Internet Bonus 400
- Medical Insurance
- Life Insurance
- Dental Insurance
- Benefits Law