What are the responsibilities and job description for the Customer Service Supervisor position at Launch Servicing?
Job Description :
The Customer Service Supervisor is responsible for inbound and outbound calling queues supporting the Launch Servicing business unit. The Customer Service Supervisor will manage call times, call quality and staff scheduling. The Customer Service Supervisor will assist in the recruiting, hiring, training and ongoing development of Customer Service Representatives. Furthermore, this position requires effective communication of Launch Servicing policy and procedural information via multiple communication channels to and from internal and external parties seeking loan status and updates. The Customer Service Supervisor will serve as the primary point of contact for internal and external escalations. In addition, other responsibilities include allocating daily work, monitoring calls and working closely with business partners and time and performance management.
Responsibilities
- Manage inbound and outbound and allocate the daily pipeline
- Be the first point of contact / escalation for employees
- Coordinate with cross functional teams
- Identify and research inconsistencies within the department
- Proactively interacts with applicants and team members
- Monitor trends, quality, and volume fluctuations
- Answer escalation emails, calls and inquiries
- Perform time management duties
- Set measurable team member goals
- Complete 1 : 1’s with all direct reports monthly and ensure Trimester performance reviews are completed timely
Education & Other Minimum Requirements