Call Center Supervisor at Concord Servicing

Ciudad de México, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

16 Mar, 26

Salary

18000.0

Posted On

16 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Performance Appraisal, Coaching, Problem Solving, Scheduling, Training, Policy Evaluation, Client Communication, Attendance Supervision, Call Auditing, Resource Management, Feedback, Motivation, Compliance Monitoring, Quality Assurance, Contest Organization

Industry

Financial Services

Description

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

Responsibilities

The Call Center Supervisor is responsible for managing daily operations, including interviewing, training, and evaluating employees. They also monitor performance metrics and ensure compliance with policies and client expectations.