Customer Service Supv 1

**Hours** 11:30 am - 8:30 pm THIS POSITION IS for a Spanish Bi-Lingual Team. Bi-Lingual English/Spanish Is a MUST.
Select, train, develop and motivate staff to achieve departmental objectives, recommend and make decisions on personnel related matters involving performance reviews, salary reviews and hiring/terminating.

Develop operational metrics that will ensure monthly call monitoring and coaching targets are met or exceeded.

Administer MPP (Managing Premier Performance) process for team members including monthly and quarterly progress reviews and annual performance reviews.

Motivate and lead team members to achieve individual as well as team and site goals.

Ensure consistent and timely communication to other customer contact departments regarding policies, procedures and issues.

Analyze workflow processes and initiate changes necessary to improve unit's efficiency, reduce unit repeat call, case load and improve customer satisfaction by focusing on quality initiatives.

Assist staff by handling escalated customer issues, including phone calls and research on an as needed basis.

Represent customer contact in cross-functional projects as required.

Develop recognition programs to enhance teamwork, quality and productivity throughout the department.

Perform miscellaneous duties as assigned or required.
Minimum Qualifications


* Minimum Qualifications:* BA/BS in management or related field plus three to five years experience or equivalent education and/or experience.

Demonstrated leadership ability in a high volume, fast paced/change driven environment.

Strong follow-up skills.

Strong organizational skills.

Proven ability to motivate work teams.

Demonstrated ability to provide effective coaching, feedback and support to staff.

Proficient with MS Word, Excel, Access, Outlook
* Preferred Skills:* Knowledge of call center/telecommunications systems - i.e., ACD, VRU Lucent/CentreVu, Blue Pumpkin, Etalk.

Call center supervisory experience.

Previous CPI/EDGE experience.

Previous mortgage experience.