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Vervent · 2 days ago

Call Center Supervisor

Sioux Falls,SD,US

Full-time

Onsite

Mid, Senior Level

$44K/yr - $58K/yr

5+ years exp

Vervent is a leading Lending as a Service (LaaS) company known for delivering superior expertise and technology. The Call Center Supervisor is responsible for overseeing the daily activities of the Call Center, ensuring team performance, and handling escalated calls.

Financial Services

Responsibilities

Provide coaching and training as needed to ensure team performance against department KPIs

Establish expectations and turnaround times for your group

Monitor workflow and operational efficiency in order to implement changes and improvements

Analyze and respond to trends in volume fluctuation, product mix, regulatory changes and Client requirements

Perform QA monitoring as a mechanism to identify risk and to ensure that procedures are followed, and risk controls maintained

Responsible for handling all escalated calls

Provide insight into client needs and program requirements

Strictly adhere to department standards for maintenance of serviced accounts and consistently maintain current customer, collateral, and status information on all serviced accounts

Perform annual performance reviews and monthly performance coaching

Work closely with Human Resources to address, resolve and document any staff related issues (i.e. employee counseling, coaching, termination, etc.)

Participate in the interviewing and hiring process

Perform other tasks and special projects as requested

Drive you and your group in our company’s values

Qualification

Financial Services experienceCall Center experienceSupervisory experienceCollection lawsMS Office proficiencyContact Center softwareLeadership skillsCommunication skillsCritical thinkingProblem solving

Required

Experience in the Financial Services industry

Call Center and/or Collections experience

Supervisory experience in Call Center or Collections

Leadership skills, excellent communication skills, and the ability to think critically & problem solve

Requires three (3) years of collection/servicing experience and a minimum of (2) two years' experience supervising in a fast-paced call center setting

High School Diploma or equivalent required

Proven record of leading high performing teams

Knowledge of collection laws required

High proficiency in MS Office (Excel, Word, etc.) required

Must have good communication and organization skills

Must be capable of handling diverse duties and changing deadlines