Customer Service Supervisor

The Client Success Supervisor oversees the daily operations of the Client Success Associates, and ensures the efficiency and productivity of the department as it pertains to company goals and expectations. The supervisor is responsible for organizing and directing the team. 

Schedule: 8-hour shift, Monday to Friday, 9AM - 6PM

Location: Fully In-Office (Irvine, CA)

Starting Pay:  $23 per hour performance-based bonuses

ABOUT THE COMPANY: Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 500 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth and promotions. We are currently investing heavily in marketing and technology to ensure continued growth.  

OUR HOME: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state of the art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped work stations, and a free fitness center. We offer catered lunches, on-site food trucks, in-office games, paid parking, quarterly parties & events, volunteer events, and much more! 

OUR CULTURE: Why do our employees love working here? 

• Pay incentives including Commissions & Bonuses 

• Company-branded clothing and accessories 

• Consistent employee recognition and appreciation  

• Company-sponsored events and volunteer opportunities 

WHAT YOU'LL DO:

• Responsible for managing teams of 15-20 Client Success Associates 
• Drive excellent performance from the team that bring sustainable business growth 
• Devise ways to optimize procedures and keep staff motivated 
• Ensure adherence to policies and procedures 
• Review and monitor daily production, setting daily, weekly, monthly, and quarterly goals 
• Answer questions from staff and provide guidance and feedback 
• Measure performance with key metrics; calls taken/abandoned/waiting, call quality etc. 
• Prepare monthly/annual results and performance reports 
• Assists the manager with reporting and maintenance of EOD reports 
• Take over phone calls as needed  
• Periodical performance management (Performances Notices & Coaching) based on attendance, productivity or any other criteria pertinent to job function 
• Aid management in handling disciplinary actions 
• Communicates all company and job-related information to staff members 
• Manages all aspects of personnel including, but not limited to scheduling, performance evaluations, payroll, disciplinary actions, terminations, and interviewing 
• Establishes, reviews and updates department and company policies and procedures 
• Ensures compliance with FTC and FCC regulations, department, and company policies, procedures, and guidelines 
• Establish and strengthen relationships with interdepartmental staff, as well as, external partnerships directly or indirectly associated with the company 
• Maintains professional relationships with internal departments and customers; reliable, punctual, tactful, considerate of others, and practices open communication 
• Establish schedules for Direct Reports
• Other duties as assigned 

WHAT YOU'LL NEED:

• High School Diploma or GED required  
• Experience as a call center supervisor or lead capacity in any environment 
• Experience in Customer service is essential 
• Ability to work under pressure 
• Result Oriented, Excellent organizational and leadership skills 
• Outstanding customer service skills with the ability to de-escalate difficult situations calmly and effectively 
• A strong sense of urgency and ownership with a keen ability to prioritize 
• Superior time management, multitasking and organizational skills; able to work under deadline constraints while completing work accurately and efficiently 
• Thorough knowledge of call center policies and procedures 
• Good judgment with a highly developed sense of integrity and ability to consistently adhere to company and department guidelines and accurately apply policies and procedures to various situations 
• A strong work ethic, flexible and adaptable with a positive attitude and a willingness to go above and beyond 
• Technically savvy: Intermediate knowledge of MS Office programs, Intermediate computer literacy skills, quick 
• Ability to communicate clearly and professionally both verbally and in writing, while utilizing specialized skills of tact and persuasion and efficient typing skills 

• Health, dental, and vision benefits available after 30 days of employment 
• Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more! 
• 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
• Paid holidays
• 401(k) that can be elected from day 1 of employment! 
• The opportunity to work alongside an incredible group of people who are all driven to help others

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This position must pass a post-offer pre-employment criminal background check. 

Salary : $23 - $25