Call Center Supervisor

Concord is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers – and their customers – in multiple asset classes. We are service-focused innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions.

As a Customer Services Supervisor your responsibilities include interviewing, candidate choosing and training employees; scheduling, assigning, and directing work; performance appraisal; rewarding and disciplining employees; addressing complaints and solving problems

• Manage resources to complete daily work, meet client contractual obligations and client expectations.
• Monitor results take collections and focus on service level strategy for mosaic.
• Provide feedback, coaching and monitoring to ensure Agents are performing assigned duties correctly and efficiently.
• Enforce, review and evaluate current policies and procedures; make recommendations for amendments as necessary.

• Handle Supervisor Calls as needed.
• Provide all reps with client’s request and updates.
• Organize and propose contests, do follow up and provide the results to Executive Collection Management Team and team members.
• Write and administer employee performance reviews.
• 1 on 1 meeting with the agents
• Team performance tracker
• Attend client meetings when required
• HR notifications; absenteeism, sick days, etc.
• New Hire Interviews
• Send monthly goal template for Mosaic
• Print, sign and review with team members Compliance monitoring sheets and Quality Assurance formats.
• Able to adapt to changes efficiently and handle new tasks as assigned.
• Meet daily (as many times as needed) with the Energy Team Manager and Director to keep up to date with the campaigns and accounts that are being worked.
• Motivate team members and keep them updated on all departmental goals, strategies, actions, contests, etc.
• Assist in training and give orientation to all new team members.
• Communicate all relevant changes and updates to CC Leaders.
• Organize monthly review meetings with each team to summarize previous month’s results and future action plan
• Conduct performance appraisals to the team members once a year.
• Provide performance warnings (write-ups) and offer constructive feedback.
• Grant CS awards when a team member performs above and beyond on a call.
• Provide live stats to team members.
• Check daily phone stats and review them with each team member / client coordinators.
• Prepare monthly working schedule (from Monday to Saturday) and make necessary changes if needed.
• Assure team members have all necessary tools (hardware, software and internet access) when scheduled to work from home as part of the Disaster Recovery Plan.
• Supervise each team member’s attendance.
• Supervise each team member’s phone starts.
• Attends all Contact Center Leadership meetings and prepares a recap to share with Team members when applicable.
• Performs call auditing and account analysis as necessary in order to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.
• Work with Executive Collection Management team to ensure appropriate staffing levels to meet the demands of client business.
• Inform daily, weekly and monthly schedule changes for all team members.
• Track vacation time and scheduling for team members

• Salary 18,000
• Guarantee commissions per 3 Months 12,500
• grocery vouchers 2,000
• Internet Bonus 400
• Medical Insurance
• Life Insurance
• Dental Insurance
• Benefits Law