Customer Care Supervisor
Company: Freedom Mortgage
Location: Fishers
Posted on: January 7, 2021
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Job Description:
Supervises internal Call Center inbound and outbound customer
telephone activities and functions including, but not limited to
CSR staff performing telephone service support for inbound customer
calls and outbound telemarketing campaigns. Responsible to insure
reporting CSR staff meets and maintains inbound service call
performance standards for both productivity and quality; and that
overall telephone key performance measures (KPIs) are attained and
maintained. Tracks and reports CSR staff performance and measures
success against forecasted and planned results. Creates and fosters
a customer service culture that embraces the organization's
customer service principles and achieves optimum staff performance
through the delivery of exceptional and best in class service that
exceeds customer expectations. Manages staff and carries out
supervisory responsibilities in accordance with the organization's
policies, practices and applicable laws. Responsibilities include
interviewing, hiring, and training employees; planning, assigning,
and directing work; appraising performance; rewarding and
disciplining employees; addressing complaints and resolving
problems.Must be able to work any shift between 8am - 10pm
Mon-Fri.* Must be able to work occasional Saturdays from 9am -6pm
(a comp day will be given during the week prior to working
Saturday)* Responsible for CSR staff selection including
interviewing prospective staff and making hiring decisions*
Onboards and trains new and existing staff.* Supervises a staff of
12 to 15 Inbound/Outbound Call Center CSRs* Possesses the knowledge
of and has mastered all facets of the job duties of the CSR I, II &
III positons.* Has the customer service skill knowledge to
effectively handle escalated customer calls* Insures reporting
staff meets and maintains individual performance standards for
productivity and quality* Maintains an in-depth working knowledge
of ICBM: * Accessing and creating different workgroup views*
Managing CSR statuses and time in those statuses* Working knowledge
of dialer functionality* Understands workgroups and skills*
Proficient at call routing and how to make basics changes in
Interaction Admin* Able to run agent activity reports in ICBM and
other productivity reports within ICBM* Stays up-to-date on HR
policy and practices and is able to properly handle disciplinary
actions, when and if necessary within all HR guidelines* Oversees
and approves CSR schedules and PTO requests in UltiProConducts
reporting staff performance reviews, formally two times per year,
and monthly for individual CSR performance feedback.* Monitors
reporting staff call quality through scheduled call recording
review and side by side sessions with reporting staff.#CB#LI-EE1
Founded in Mount Laurel, NJ in 1990, Freedom Mortgage has since
grown into one of the largest and fastest-growing privately owned
full-service residential lenders in the USA. Licensed in all 50
states, Washington D.C., Puerto Rico and the Virgin Islands,
Freedom Mortgage has over 5000 employees nationwide, proudly
servicing $225.6 billion, and is still growing.Our mission is to
foster homeownership in America. Freedom is a leader in VA mortgage
lending and is one of the mortgage industry's largest philanthropic
supporters of the USO and military families through its Team
Freedom Cares philanthropic arm. Locations include suburban
Philadelphia and Fishers, IN, two regions where we were named Top
Workplaces. We also have large operating centers countrywide,
including these desirable markets: Beaverton , OR; Boca Raton, FL;
Columbia, MD; Jacksonville, FL; Melville, NY; Plano, TX; San Dimas,
CA; Tempe, AZ; Troy, MI and Woodbridge, VA.If you seek a sense of
community, top training, opportunity for advancement, a
comprehensive benefits package and reward and recognition program,
look no further.Freedom Mortgage Corporation is an Equal
Opportunity Employer committed to workforce diversity. Qualified
applicants will receive consideration without regard to age, race,
color, religion, gender, sexual orientation, national origin, or
their status as a protected veteran or an individual with
disabilities. Local applicants encouraged to apply. Employment
contingent upon successful completion of background investigation.
Smoke-free workplace. Drug-free work environment. Excellent
benefits package including medical, dental, vision and 401(k). All
resumes are held in confidence. Only candidates whose profiles
closely match requirements will be contacted during this search.
LENDER NMLS ID:2767 Equal Opportunity Employer-
Minorities/Females/Disabled/Veterans
Keywords: Freedom Mortgage, Fishers , Customer Care Supervisor, Other , Fishers, Indiana
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