Customer Service Operations Supervisor Job in Ewing 08618, New Jersey US
- Meet weekly with direct reports for performance metrics review and professional development.
- Facilitate regularly scheduled staff meetings.
- Perform annual staff reviews; establish individual goals for development.
- Motivate employees to reach department goals and objectives.
- Train and assist staff to handle work volume and issues, in accordance with company policies and procedures and RESPA compliant.
- Assist with daily scheduling for call volumes and adherence to client/company overall service level agreements (SLA).
- Establish and monitor goals for acceptable performance in accordance with company standards.
- Assist with quality programs and development/execution of policies and procedures, campaigns and incentive programs.
- Ensure all tasks, emails, correspondence, research functions are handled in conjunction with SLA and compliance standards.
- Identify trends and escalate issues to manager timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures.
- Participate in handling incoming and outbound call needs, to meet department/client goals.
- Oversee and respond to real time customer issues/incidents that impact company initiatives.
- Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement.
Job Requirements:
Phone: 1-877-7CENLAR
Req. Code : 1577
Division/Department : Cenlar FSB
September 11, 2011
• Tags: Customer Service Operations Supervisor Job in Ewing 08618, New Jersey Us • Posted in: General