Overview:
- the spl customer service supervisor is responsible for the day-to-day activity and development of the agents within a call center environment. This position is responsible for ensuring call quality from start to finish and proactively seek ways to improve the internal processes and results for outbound and inbound calls.
*responsibilities*:
- conducts regular meetings with his team to complete performance reviews and coaching to ensure maximum quality and production of direct reports.
- monitor and evaluate individual and team performance against objectives and creates strategies to reach kpis
- works closely with the operations sr supervisor to ensure the overall adherence to corporate policies, procedures
- will process and manage all aspects of how the team handles their calls, will take calls when necessary.
- this position requires a high degree of leadership, creative thinking and problem solving.
- prepare management reports and make presentations of results and analysis, as necessary.
- troubleshoot and resolve on-line and mobile loan issues
- identify and escalate priority issues to appropriate resource (management, engineering, amongst other).
Qualifications:
- bilingual in english and spanish is required.
- high degree of leadership, creative thinking and problem solving.
- communicate (verbally and written) effectively with all levels within the organization and recommend improvements when necessary
- availability work on a hybrid mode in mulza site location and from home
- should have full-time availability including weekends, holidays, and rotating shifts.
- reporting skills.
- customer service, collections desired.
*required experience*:
- high school diploma
- 6-month tenure in current position
- no warnings nor unexcused absences in the last 6 months
- accomplished performance objectives in the last 6 months
*required knowledge*:
- proficiency with computers, especially with crm software, and strong typing skills.
- #ind
company overview:
*about oportun*
- oportun (nasdaq: oprt) is an a.i.powered digital banking platform that seeks to make financial health effortless for anyone. Driven by a mission to provide inclusive and affordable financial services, oportun helps its nearly 1.5 million hardworking members meet their daily borrowing, savings, banking, and investing needs. Since inception, oportun has provided more than $12 billion in responsible and affordable credit, saved its members more than $2 billion in interest and fees, and automatically helped members set aside more than $7.2 billion for rainy days and other needs. In recognition of its responsibly designed products, oportun has been certified as a community development financial institution (cdfi) since 2009.
With headquarters in california and a remote-first corporate culture, our 3,000+ team members work in oportun locations and remotely throughout the united states, mexico, and india. Our global operations include our mexico contact centers and administrative offices, our india technology development center, and our us corporate, technology, and retail operations.
We are proud to have been named a “top workplace” by the bay area news group for three consecutive years, one of fast company’s most innovative companies in the world for 2020 and recognized as one of time magazine’s 2018 genius companies reinventing the future.
*working at oportun*
- working at oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups and our diversity, equity, inclusion and belonging council.
*remote-first company*
- as a “remote-first” workplace, our team members live, work and collaborate from their homes, remote work locations and our offices and contact centers in the united states, mexico, and india. No matter our location, we are dedicated to our mission to provide inclusive, affordable financial services that empower our customers to build a better future.