Supervise and coordinate the activities of the service staff focusing on agent performance.
Supervise all functions of individual department including online portfolio growth, collection efforts, retail support, and goal achievement for the contact center.
Manage workflow of contact center associates related to new, repeat, direct and indirect leads, life cycle of online products, retail customer marketing support and customer retention.
Process loan transactions in a professional manner including customer assistance navigating the website.
Keep records of various transactions.
Provide exceptional service to customers.
Create a positive, respectful, friendly environment among subordinates, peers, leadership, and customers.
Effectively communicate with agents and build an effective team environment.
Communicate with peers and leaders effectively.
Enforce policy and procedures compliance and risk management.
Hire, train, motivate, and evaluate staff.
Requirements
Knowledge, Skills, Abilities: Excellent oral and written communication skills with the ability to effectively communicate upward, downward, and laterally.Strong organizational, administrative, and time management skills, working in a structured environment.Self-starter with the ability to work independently and collaboratively to achieve individual and team goals.Intermediate knowledge of Windows based computers and computing software including but not limited to Word, Excel, Outlook, and PowerPoint.Ability to work in a rapidly changing deadline intensive environment while effectively managing multiple responsibilities and prioritizing accordingly.Analytical skills with the ability to assess and present quantitative and qualitative data.Ability to make quick, accurate, and appropriate decisions. Requirements High school diploma or equivalent required.
Bachelor's degree preferred.2+ years of contact center experience.Prior supervisory experience a plus.Experience interacting with individuals at all organizational levels in ways that enhance understanding, respect, cooperation and problem-solving.Excellent oral and written communication skills with the ability to effectively communicates upward, downward, and laterally.Strong organizational, administrative, and time management skills, working in a structured environment.Ability to work in a rapidly changing deadline intensive environment while effectively managing multiple responsibilities and prioritizing accordingly.Must be in good standing without any performance documentation in the past 60 days. Physical Requirements:?
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is frequently required to sit for long periods of time, communicate verbally and in writing.
While this job description is representative of the responsibilities and tasks of the role, it is not to be considered complete nor all-inclusive.
Incumbent may be asked to participate in additional related tasks and responsibilities.
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