Customer Care Supervisor - Lead Flexible Service Teams

PLS; Oak Brook (IL); Sur place; USD 49 000 - 59 000; Plein temps

Avantages offerts par ce poste

Medical benefits and dental/vision

401k

Vacation

Advancement opportunities

Ongoing training

Résumé du poste

PLS Financial Services, headquartered in Chicago, seeks a Customer Care Supervisor at our Oak Brook call center to lead and develop the team, ensuring targets are met through coaching and training. The role focuses on servicing internal and external customers with high-quality financial product information and issue resolution.

Responsibilities include coaching, monitoring, and reporting on performance, driving process improvements, and maintaining customer satisfaction in a dynamic, fast-paced

Qualifications

• Previous Contact Center experience is required.
• 2 years’ leadership experience is a plus.
• High school diploma or equivalent required; higher education preferred.
• Ability to work flexible hours, including evenings and holidays.
• Proven people management experience with coaching and motivation.
• Experience in a fast-paced environment handling multiple tasks.

Responsabilités

• Maintain accurate records of customer interactions and actions taken.
• Ensure all interactions comply with policies, procedures, laws, and guidelines.
• Train and coach team members to improve performance and service quality.
• Communicate updates on products, services, and procedures to the team.
• Handle escalated calls for proper resolution and follow-up.
• Monitor productivity and generate performance reports for the Center.
• Lead by example with comprehensive knowledge of PLS products and services.
• Monitor service levels and schedule adherence for the team.

Connaissances

People management

Leadership

Customer service

Communication

Time management

Formation

High school diploma or equivalent

Bachelor's or Associate degree preferred

Description du poste

PLS Financial Services, headquartered in Chicago, seeks a Customer Care Supervisor at our Oak Brook call center to lead and develop the team, ensuring targets are met through coaching and training. The role focuses on servicing internal and external customers with high-quality financial product information and issue resolution.

Responsibilities include coaching, monitoring, and reporting on performance, driving process improvements, and maintaining customer satisfaction in a dynamic, fast-paced