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Operations Supervisor/Manager - Garden Grove, United States - JobTracks
Description
We are seeking a dedicated and detail-oriented Customer Service Team Supervisor to join our dynamic team.The ideal candidate will be responsible for overseeing and managing a team of Customer Service Representatives (CSRs) and Customer Service Assistants (CSAs).
The Customer Service Team Supervisor will ensure that the team delivers exceptional service to our clients and borrowers while adhering to company policies, procedures, and compliance guidelines.
Responsibilities:
Review work and monitor phone calls Handle escalated calls from upset clients or borrowers effectively and with empathy. Manage overflow calls to maintain customer average handle time under 2 minutes. Provide regular feedback and coaching to team members through 1:1 meetings. Conduct monthly team meetings to communicate updates and gather feedback. Deliver training to new hires and ongoing training for current team members. Assist in the preparation of annual performance reviews for team members. Troubleshoot and provide effective solutions for inquiries from team members, clients, and borrowers. Reallocate/assign work within the team to cover absences or vacations. Supervise multiple teams in the absence/vacation of peer supervisors. Provide ad hoc team reports as needed. Perform other duties as assigned.
Requirements:
Proven ability to train and manage a team effectively. Detail-oriented with excellent follow-through and issue-resolution skills. Typing speed of at least 45 words per minute. Professional presence and effective communication skills at all organizational levels. Strong prioritization and time management skills. High energy and enthusiasm with the ability to motivate a team. Excellent communication skills, both verbal and written. Proficiency in Internet, Microsoft Word, Excel, and Outlook. Ability to operate basic office equipment including voicemail/phone systems, copiers, and fax machines. Capacity to handle multiple projects and delegate tasks accordingly.
