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Call Center Supervisor
Hub International Ltd
Coppell, TX, United States
Job Details - this job has expired, please see similar jobs below
General Function:
Responsible for the supervision of the day to day functions of the Mortgage Call Center. Supervisory position that possesses overall knowledge of the Mortgage Tracking Operation, call center environment, escrow process, and customer service standards.
Essential Duties and Responsibilities:
• Manages a team of Customer Service Reps., Research Support Specialist., Call Monitoring Rep. and team leads
• Oversees complete daily workflow of both internal & external team members
• Responsible for utilizing insurance tracking reports, an imaging and data entry system to ensure insurance documentation is processed within designated timelines.
• Responsible for each team member meeting daily production standards and goals
• Ensures clients/associates questions are answered and problems are resolved in a timely manner
• Maintains necessary client and employee relationships to ensure quality customer service standards are met
• Responsible for ensuring that reports are designed, implemented and generated as specified
• Responsible for ensuring that data or processing errors and omissions are addressed and corrected in the system as needed within designated timelines
• Provides feedback to management on process, performance, productivity, and service standards improvement opportunities
• Responsible for employee coaching and development
• Facilitate call reviews and call monitoring sessions; also responsible for call calibrations with QA
• Conducts annual performance reviews, tracks sick time, vacation time and overall attendance of team
• Ensures that departmental service commitments are being met
• Other job responsibilities as assigned by management
Minimum Knowledge, Skills and Abilities Required:
• Ability to manage office operations and multiple tasks
• Excellent written and verbal communication skills
• Advanced working knowledge of Windows computer environment including but not limited to Excel
• 3 + years related Mortgage industry or escrow servicing related experience
To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements.