Archived listing. The details below describe a past opening.
Summary Reporting to the Manager, Lending Operations, the Call Center Supervisor is responsible for leading and supporting a high-performing customer service team in a fast-paced call center environment. This role provides day-to-day leadership, coaching, performance management, and operational support while ensuring the team delivers an excellent customer experience and achieves established service and performance goals. The ideal candidate is a hands-on leader who communicates effectively, sets clear expectations, supports employee development, and is comfortable balancing people leadership with the day-to-day needs of a busy operation.
Responsibilities
- Provide day-to-day leadership, coaching, and support to assigned team members.
- Establish clear performance expectations and support employees in achieving individual and team goals.
- Monitor team performance using key metrics, including call quality, abandonment rates, handle time, after-call work, productivity, and schedule adherence.
- Conduct regular 1:1 meetings, coaching sessions, team meetings, and performance reviews.
- Identify performance gaps and develop appropriate coaching and action plans.
- Support the hiring, onboarding, training, and ongoing development of employees.
- Manage daily staffing and coverage needs, including schedules, shift assignments, attendance, and unexpected absences.
- Monitor call volume and team workload and adjust resources as needed to maintain appropriate coverage and service levels.
- Provide guidance on escalated customer situations and assist with or take over calls when necessary.
- Ensure employees follow established policies, procedures, and quality standards.
- Identify opportunities to improve workflows, processes, and the overall customer experience.
- Maintain clear communication with the Manager, Lending Operations regarding staffing, performance, escalations, and operational concerns.
- Prepare and review team performance reports and use results to identify trends and opportunities for improvement.
- Partner effectively with other teams and departments to resolve issues and support operational goals.
- Represent the team on special projects, process improvements, and other initiatives as needed.
- Foster a positive, accountable, inclusive, and collaborative team environment.
Qualifications
- Fluency in English and Spanish, both verbal and written, is required.
- 5+ years of customer service experience, preferably in a call center or contact center environment.
- 3+ years of supervisory or people-leadership experience preferred; candidates with demonstrated experience coaching, mentoring, or leading teams will also be considered.
- Demonstrated experience coaching employees and supporting individual and team performance.
- Experience working with contact center technology, workforce management practices, and performance metrics.
- Strong leadership skills with the ability to motivate, develop, provide constructive feedback, and establish clear expectations.
- Excellent customer service, communication, problem-solving, and conflict-resolution skills.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Ability to remain calm and exercise sound judgment during escalations or periods of high call volume.
- Ability to work a flexible schedule based on business needs, including occasional evening and weekend shifts.
- Proficiency with Microsoft Office and Google Workspace.