Contact Center Supervisor - Loan Processing (Hybrid)

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid    #LI-Hybrid

About the role:

As a Contact Center Supervisor - Loan Processing, your primary responsibility is to oversee the day to day functions of a team of representatives. You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience. You will also ensure the team is aiming for maximum efficiency and overall effectiveness. This role will report to the Department Manager.

Responsibilities:

• Manage metrics, performance criteria, policies and procedures to continuously improve representative's productivity
• Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
• Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
• Identify trends and recommend appropriate solutions to improve performance and drive engagement</