Call Center Supervisor
POSITION OBJECTIVES
ProLink Solutions is a software company centrally located in the Denver Tech Center, providing a comprehensive suite of enterprise software products the help serve customers nationally across the affordable housing industry. Customers on ProLink’s technology platform include state and local government agencies, financial institutions, real estate developers and property managers. On our platform, our public sector customers manage various federal- and state-level, rental, and homeownership programs. Our private sector customers rely on our platform to manage their investment in affordable housing assets. Our latest product helps manage state-level agencies in deployment of Homeowner Assistance Fund to provide financial assistance to homeowners struggling due to COVID-19.
We are looking for an experienced Call Center Supervisor who can lead our representatives to better performance and improve service quality. The Call Center Supervisor is responsible for overseeing the call center representatives. The Call Center Supervisor will develop processes that boost the call center’s efficiency and productivity levels. The Call Center Supervisor will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. The Call Center Supervisor is a seasoned Customer Service Rep with prior management and mortgage experience.
RESPONSIBILITIES
• Hiring, training, coaching and leading call center personnel as they provide support for customers
• Coach call center staff through challenging customer service issues
• Analyze call center data to improve processes and prepare reports for upper management
• Ensure resources are properly allocated and maximize efficiency and customer satisfaction
• Evaluate staff effectiveness and performance annually or on an at-need basis
• Develop monthly, quarterly and annual call center goals and action plans
• Prepare work schedules to ensure sufficient coverage
• Reviews and monitors call center production, productivity, quality, and customer-service standards.
• Monitor inbound and outbound call production and performance results. Ensure staff stays within defined production expectations.
• Must be a good motivator, self-driven, and willing to do what it takes to “get the job done”.
• Call Center coverage hours include 8 AM EST – 8 PM EST, Monday through Friday
• This position is located in the corporate office. Not a remote opportunity.
KNOWLEDGE/SKILLS AND EXPERIENCE
• Bachelor (4-year) degree in communications, business management, or equivalent experience. (Preferred)
• High School Diploma required
• Mortgage brokerage, origination and/or processing experience helpful
• Managerial skills including strong organizational, communication, and leadership skills
• Customer service oriented
• Strong self-management skills in multiple-priority, high ambiguity situations
• Ability to stay calm in stressful situations, especially during peak hours
• Ability to proactively communicate at multiple levels: executive to individual contributor
• Collaborative work style
• Proactive, able to multi-task, adapt and operate effectively in a challenging environment
• Excellent verbal and written communication skills and the ability to interact professionally
• Exceptional problem-solving skills with unrelenting focus on practical business implications
• Takes initiative and follows through on projects and tasks
• Accountable, responsible, patient and honest
WHO WE ARE
Mission
• We are passionate about building technology to solve the affordable housing problem in the United States. Housing agencies, developers investors use our platform to fund affordable housing for low-income families.
Purpose
• We are a collaborative group of mission-driven people working to build software products that support a cause bigger than ourselves.
• Our work makes a positive social impact on our communities through technology that supports affordable housing creating and preservation.
Culture
• Our company culture is grounded by our mission, and we work together to facilitate a positive, inclusive, and diverse team environment.
• Integrity and respect are of utmost importance in communication between each other, setting the foundation for all our decisions and behaviors.
• We accept responsibility for outcomes and hold each other accountable for meeting company objectives and commitments.
• We encourage our people to be brave, step up, take appropriate risks, learn from yesterday and give tomorrow your best effort.
Innovation
• Our biggest innovations take place when all stakeholders are encouraged to contribute and share unique ideas and expertise. This includes our people, clients and partners.
• We are constantly searching for the ‘better way’ in both technology and process improvement.
• Our solutions are balanced between proven and new technology, maintaining both relevance and dependability.
• We value stability, thoughtfulness, and simplicity in our solutions.
Opportunity
• Career growth opportunities, work/life balance are prioritized for all employees.
• We believe a diversity of viewpoints, backgrounds, and experiences among our people is vital to our success.
POSITION OBJECTIVES
ProLink Solutions is a software company centrally located in the Denver Tech Center, providing a comprehensive suite of enterprise software products the help serve customers nationally across the affordable housing industry. Customers on ProLink’s technology platform include state and local government agencies, financial institutions, real estate developers and property managers. On our platform, our public sector customers manage various federal- and state-level, rental, and homeownership programs. Our private sector customers rely on our platform to manage their investment in affordable housing assets. Our latest product helps manage state-level agencies in deployment of Homeowner Assistance Fund to provide financial assistance to homeowners struggling due to COVID-19.
We are looking for an experienced Call Center Supervisor who can lead our representatives to better performance and improve service quality. The Call Center Supervisor is responsible for overseeing the call center representatives. The Call Center Supervisor will develop processes that boost the call center’s efficiency and productivity levels. The Call Center Supervisor will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. The Call Center Supervisor is a seasoned Customer Service Rep with prior management and mortgage experience.
RESPONSIBILITIES
• Hiring, training, coaching and leading call center personnel as they provide support for customers
• Coach call center staff through challenging customer service issues
• Analyze call center data to improve processes and prepare reports for upper management
• Ensure resources are properly allocated and maximize efficiency and customer satisfaction
• Evaluate staff effectiveness and performance annually or on an at-need basis
• Develop monthly, quarterly and annual call center goals and action plans
• Prepare work schedules to ensure sufficient coverage
• Reviews and monitors call center production, productivity, quality, and customer-service standards.
• Monitor inbound and outbound call production and performance results. Ensure staff stays within defined production expectations.
• Must be a good motivator, self-driven, and willing to do what it takes to “get the job done”.
• Call Center coverage hours include 8 AM EST – 8 PM EST, Monday through Friday
• This position is located in the corporate office. Not a remote opportunity.
KNOWLEDGE/SKILLS AND EXPERIENCE
• Bachelor (4-year) degree in communications, business management, or equivalent experience. (Preferred)
• High School Diploma required
• Mortgage brokerage, origination and/or processing experience helpful
• Managerial skills including strong organizational, communication, and leadership skills
• Customer service oriented
• Strong self-management skills in multiple-priority, high ambiguity situations
• Ability to stay calm in stressful situations, especially during peak hours
• Ability to proactively communicate at multiple levels: executive to individual contributor
• Collaborative work style
• Proactive, able to multi-task, adapt and operate effectively in a challenging environment
• Excellent verbal and written communication skills and the ability to interact professionally
• Exceptional problem-solving skills with unrelenting focus on practical business implications
• Takes initiative and follows through on projects and tasks
• Accountable, responsible, patient and honest
WHO WE ARE
Mission
• We are passionate about building technology to solve the affordable housing problem in the United States. Housing agencies, developers investors use our platform to fund affordable housing for low-income families.
Purpose
• We are a collaborative group of mission-driven people working to build software products that support a cause bigger than ourselves.
• Our work makes a positive social impact on our communities through technology that supports affordable housing creating and preservation.
Culture
• Our company culture is grounded by our mission, and we work together to facilitate a positive, inclusive, and diverse team environment.
• Integrity and respect are of utmost importance in communication between each other, setting the foundation for all our decisions and behaviors.
• We accept responsibility for outcomes and hold each other accountable for meeting company objectives and commitments.
• We encourage our people to be brave, step up, take appropriate risks, learn from yesterday and give tomorrow your best effort.
Innovation
• Our biggest innovations take place when all stakeholders are encouraged to contribute and share unique ideas and expertise. This includes our people, clients and partners.
• We are constantly searching for the ‘better way’ in both technology and process improvement.
• Our solutions are balanced between proven and new technology, maintaining both relevance and dependability.
• We value stability, thoughtfulness, and simplicity in our solutions.
Opportunity
• Career growth opportunities, work/life balance are prioritized for all employees.
• We believe a diversity of viewpoints, backgrounds, and experiences among our people is vital to our success.