Customer Care Line Supervisor

Overview:Call Center Customer Service Supervisor is responsible for the day-to-day activity and development of the Agents within a call center environment. This position is responsible for ensuring call quality from start to finish and proactively seek ways to improve the internal processes and results. Conducts regular meetings with his team to complete performance reviews and coaching to ensure maximum quality and production of direct reports. The CCL Supervisor will process and manage all aspects of how the team handles their calls. This position requires a high degree of leadership, creative thinking and problem solving, Early collections experience merged with servicing skills for Customer Care Line and early stage for collections Operations**Responsibilities**:**Main Activities**:- Improve operational efficiency by conducting roll rates and is aware of the synergy among other departments to achieve the expected outcomes.Troubleshoot and resolve on-line and mobile loan issues- Identify and escalate priority issues to appropriate resource (management, engineering, amongst other).- Performance management activities**Skills and Abilities**- Analytical and Multi-tasking capabilities- Versatile skill set - Collection’s skilling, Customer Service acumen, People skills- High touch & Flexible Communication- Excellent attention to detail- Able to self-motivate in a very dynamic environment and ability to adapt to change- Ability to function in a team environment & autonomously- Good writing and communication skills.- Ability to fully comprehend basic call flows and provide (if necessary) feedback about the information provided.- Aligns to all Oportun processes, guidelines and has great execution.- Project management interactionQualifications:**Basic requirements**:- At least 6 months working with Oportun- Previous technical support or customer service-related experience (retail, call center)- Proficient advanced computer skills utilizing Microsoft and Office tools- Intermediate Excel proficiency- Sensitivity to others, ability to work with confidential material- High school diploma- Should have full-time availability including weekends, holidays, rotating shifts and overtime as needed.- Fluent in EN written and spoken**Desired experience**:- Bilingual proficiency (English/Spanish - written and spoken)- Previous exposure to American (EEUU) culture (EEUU studies and/or residence) or have lived within a bicultural educational environment.- Previous work experience interacting with English-speaking customers.LI-SG1LI-RemoteINDCompany 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.