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Customer Service Supervisor
ServiceLink
Pittsburgh, PA, United States
Job Details - this job has expired, please see similar jobs below
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Provide leadership to customer service representatives and develop growth opportunities within the Call Center
• Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and disciplinary actions.
• Respond to Subpoena Requests
• Implement and monitor key controls and manage appropriate operational risks.
• Maintain the relationship, contracts, and credit reporting to all the credit bureaus
• Regularly review department workflows, performan impacts and implementation of new processes and strategies affecting the Call Center
• Maintain reporting log with all received complaints
• Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables
• Excellent verbal and written communications skills
• Prepare or review various Call Center reports, forms, correspondence, e-mail messages, logs and budget.
• Ability to work hard and long when conducting research and awaiting results
• Able to react to change productively and handle other essential tasks as assigned
• Establish and maintain relationships with the company’s vendors
• Other duties, responsibilities, and job functions as assigned
Qualifications
MINIMUM QUALIFICATIONS
• High school diploma or GED
• Bachelor’s Degree or equivalent
• 5 years of supervisory experience (preferably in a call center)
• General knowledge of mortgage lending/servicing industry
• Must be flexible, organized and have the ability to manage and prioritize daily assignments to include conducting preliminary surveys necessary for research, looking up data and finding research material for the study and ensure accuracy of the information being researched
• Excellent communication skills, both oral and written
• Strong leadership skill
• Solid interpersonal and relationship building skills
• Analytical with the ability to detect problems in workflow
• Ability to multitask on various items while meeting strict timelines and deadlines
• Candidates must have knowledge of office methods and procedures
• Candidates should have the ability to handle standard office equipment (e.g. personal computer, calculator, copier, facsimile machine, scanner, microfilm reader, etc.)