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Supervisor - Nesting/Customer Care

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Description

Onboarding Supervisor

 

As this is a new opportunity here at Freedom, it is important to know the three main stages of the Onboarding Supervisors journey as it relates to new hires before they are released to their long-term supervisors.

The three main stages of an onboarding supervisor:

  1. Hiring
  2. Classroom Training
  3. Nesting

 Hiring

The onboarding supervisor is ultimately responsible to ensure we get the right people hired for that designated call team, on time for the class start date. 

  • Work with HR and Recruiters to schedule and conduct interviews.
  • Designate a replacement, if not available to conduct interviews.
  • Order equipment and ensure logins and credentials are ordered and associates have access to system ready for their first day.
  • Hit all recruitment goals and maintain open communication with Director/VP on the status of those goals.

 

Classroom Training 

The onboarding supervisor will participate daily in all new hire training classes. The new hires should know that their supervisor is in the class with them day in and day out. 

  • Ensure agents are on a camera at all times.
  • Help individuals troubleshoot technical difficulties.
  • Approve timecards.
  • Coordinate any make-up sessions or refreshers that are needed if any time is missed.
  • Consult with HR if the new hire is having any potential disciplinary issues, such as:
    • Behavioral (falling asleep during class, off camera, etc.)
    • Tardiness/Unexcused absences
    • Participate in break out sessions as needed by the trainer.
    • Answer and research any questions that the trainer may not know the answer to.   

 

Nesting Period 

Once the new hire completes class, they will begin to slowly transition into taking calls until they are ready to be handed off to their long-term supervisor. This process will begin with a week-long ‘phone lab’ activity that will be used to transition agents out of the classroom and into the live, customer-facing environment.

 

  • Coordinate with the Director(s) to identify tenured agents and supervisors available to assist and set up Zoom meetings.
  • Coordinate and work with Command to:
    • Ensure the agent is skilled properly
    • Schedule meetings/huddles to go over KPI’s
    • Obtain and follow-up on feedback provided by supervisors and tenured agents regarding their groups and individual agents.  Here is an example of feedback collected from a tenured agent/supervisor may look like:   

   If a tenured agent/supervisor becomes unavailable during ‘Phone Lab’ the onboarding supervisor will find a replacement and fill-in if necessary.

  • Set up meeting with each individual supervisor right before transition to report in the agent’s progress, potential opportunities for improvement and write up feedback as necessary.     

Education

  • HS diploma/GED required; Associates degree or equivalent from a 2-year College or University preferred,  OR 1-2 years of experience and/or training or equivalent combination of education and experience.


Experience working as a Supervisor, or Team Lead in a call center atmosphere preferred.

•Ability to coach and develop representatives
•Ability to lead a team to reach performance objectives and goals
•Exceptional interpersonal skills
••Proficiency in the use of software applications, databases, spreadsheets, and/or word processing required
•Detail oriented
•Experience and/or knowledge of the mortgage industry preferred but not required