Sr. Supervisor, Ccot

Overview:PAS Department will handle different types of calls depending on the situation:Inbound Calls:- Potential customers who actively are looking for information about our products as a result of the word of mouth/recommendation of our current customers or the marketing efforts.- Current customers looking for a loan renewal- Outbound Calls:- Current customer’s referrals who might be interested in being an Oportun customer- Potential customers included in the list provided by credit and financial entities that previously received user’s authorization to share their information**Responsibilities**:The Phone Application Support (PAS) Sr. Supervisor’s responsibilities are:- Coach and lead a team of CCOT / CHAT supervisors and agents for a defined group in compliance with company guidelines, regulations in order to maximize revenue.- Oversee all required daily functions with the operations.- Set and enforce Clear Expectations for the team through ongoing performance discussions.- Monitor and evaluate individual and team performance against objectives.- Coordinates work activities with other supervisors, agents.- Provides coaching and feedback to team members.- Assist PAS Manager in developing and implementing strategies that lead to accomplish KPI’s- Supervise PAS CCOT / CHAT Staff and leads to a positive work environment.- Prepare management reports and make presentations of results and analysis as necessary.Qualifications:- Bilingual skills (Fluent English B2 or higher / Spanish)- Outstanding problem-solving capabilities- Able to assess team member performance and implement action plans- Communicate (verbally and written) effectively with all levels within the organization and recommend improvements when necessary- Able to identify and resolve issues- Quick thinker, with an ability to understand and interpret information promptly and effectively- Organized- #LI-SG1- #indCompany Overview:**ABOUT OPORTUN**- Oportun (Nasdaq: OPRT) is an A.I.powered digital banking platform that seeks to make financial health effortless for anyone. Driven by a mission to provide inclusive and affordable financial services, Oportun helps its nearly 1.5 million hardworking members meet their daily borrowing, savings, banking, and investing needs. Since inception, Oportun has provided more than $12 billion in responsible and affordable credit, saved its members more than $2 billion in interest and fees, and automatically helped members set aside more than $7.2 billion for rainy days and other needs. In recognition of its responsibly designed products, Oportun has been certified as a Community Development Financial Institution (CDFI) since 2009.With headquarters in California and a remote-first corporate culture, our 3,000+ team members work in Oportun locations and remotely throughout the United States, Mexico, and India. Our global operations include our Mexico contact centers and administrative offices, our India technology development center, and our US corporate, technology, and retail operations.We are proud to have been named a “Top Workplace” by the Bay Area News Group for three consecutive years, one of Fast Company’s Most Innovative Companies in the World for 2020 and recognized as one of TIME Magazine’s 2018 Genius Companies Reinventing the Future.**WORKING AT OPORTUN**- Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups and our Diversity, Equity, Inclusion and Belonging Council.**Remote-First Company**- As a “remote-first” workplace, our team members live, work and collaborate from their homes, remote work locations and our offices and contact centers in the United States, Mexico, and India. No matter our location, we are dedicated to our mission to provide inclusive, affordable financial services that empower our customers to build a better future.