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  We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; as we consider all qualified candidates, and any person who is driven to help others.  ADDITIONAL PERKS & BENEFITS : 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.  Powered by JazzHR

Salary : $23