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Title

Call Center Supervisor  

About the Organization Since 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. LERETA is an industry leader with an enormous focus on technology, innovation, and commitment to service excellence.  
Open Date 8/9/2022  
Position Call Center Supervisor  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Category Tax&Flood  
Location Pomona  
Req Number TAX-22-00085  
Description

 

The Call Center Supervisor effectively plans and organizes the Call Center operations in coordination with the team’s strategies and objectives. The position mentors and monitors the Call Center staff, provides training/feedback as needed for employees and the department, and oversees any formal complaints from homeowner/customers to prevent escalations.

 

 

Department Supervision:

 

  • Assists and performs duties as necessary for in the absence of the Call Center/Customer Care Manager
  • Plans and organizes the Call Center operations in coordination with team’s strategies and objectives
  • Remains aware of operational activities and communicates progress and needs to the Call Center Manager
  • Assists with preparation of departmental budget such as overtime, office supplies etc.
  • Anticipates staffing needs and communicate to Call Center Manager
  • Monitors and or creates schedules to ensure phone coverage
  • Ensures team meets their daily, weekly, monthly, and quarterly goals
  • Responds to escalated homeowner, lender, and third-party calls, as needed
  • Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives
  • Perform Genesys Pure Cloud Administration functions such as but not limited to creating user accounts, providing maintenance for call flows and dashboards as needed
  • Monitors call volumes and ensures staff utilization via Genesys Pure Cloud
  • Assisting with the onboarding of new clients to the Call Center
  • Ensures quality assessments are completed to ensure compliance, providing both individual and team feedback for improved performance
  • Manages the gathering, recording, preparation, and distribution of the team’s statistical data/reports for management
  • Ensures team maintains a call quality assurance average of 95% or better
  • Ensures that the Call Center is meeting the company’s Service Level Agreements such as abandon rate, average percentage of calls answered, quality scores, and additional metrics
  • Attends Call Calibrations with various lenders to ensure call quality controls are met
  • Develops and implements long term initiatives that focus on improving cost efficiencies
  • Works in conjunction with others by communicating effectively across multiple internal departments

 

This position will perform other duties as assigned based on the needs of the department.

 

 

 
Position Requirements

Core Competencies

  • Ability to type 50+ wpm
  • Ability to use 10 key by touch
  • Possession of excellent communication skills, both written and verbal
  • Ability to work in a fast-paced environment
  • Active listening and questioning skills
  • Effective oral and written communication skills
  • Adeptness in time management
  • Ability to efficiently navigate between various lender systems
  • Ability to retain and recite multiple lender scripts

Required Education & Experience

  • High School Diploma or equivalent
  • 3 – 5 Years of call center supervisory experience

Preferred Education & Experience

  • 2+ years Real Estate Tax Service Industry or experience in a similar field
 
EOE Statement We are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://LERETALLC.appone.com



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