LendSvcs-Customer Care NG-Assoc Tm Ld I

The Customer Care Supervisor is responsible for overseeing performance of Customer Care team by supervising call center operations, resolving escalated issues, reporting to management and coaching and guiding team members to support achievement of department quality and productivity standards

Key Responsibilities:

• Communicates organizational policies and best practices, setting performance goals, monitoring calls and providing constructive feedback
• Develops and mentors team leads by providing advice and direction
• Manages resolution of system and technology errors
• Contributes to continuous improvement initiatives by communicating with key stakeholders and participating in projects
• Guides resolution of escalated calls
• Supports implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information
• Updates key stakeholders on department production and performance by communicating with clients and managers as appropriate to regularly share pertinent information
• Encourages collaboration with other departments and provides feedback to achieve high productivity and meet service level expectations

Job Requirements: