Job Description
We are looking for a Customer Service Supervisor for our Sunstrong teams.This role will lead and supervise the Contact Center Team in successfully handling communications from consumers and workloads.Manages and directs customer service representatives in accordance with the organization's policies and applicable laws- Supervise customer service staff, conduct training, attendance tracking and performance grading- Provide coaching and developmental feedback to staff regarding training, attendance, performance & quality- Monitor hourly phone performance - adjust staffing as necessary.
- Handle escalated calls, assist representatives on difficult/complex calls.
- Process or coordinate resources to process disputes and bankruptcy notifications.
- Review QA monitoring scorecards - follow with 1-1 coaching.
- Supervise group projects/special requests.
- Hold monthly 1-1 meetings and ad-hoc group meetings.
- Update /Maintain department procedures, client support do...