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Support Manager, Customer Care Online Communications & Coaching Line

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Description

Summary

Individual will be responsible for the overall performance and management of multiple Online Chat agents, supervisors and their teams within the customer care call center.

 

Essential Job Functions:

 

  • Identify opportunities based on agent inquiries & partner with training department to enhance agent knowledge
  • Build reporting to capture communication content in an effort to reduce Agent inquiries
  • Analyze reporting to manage online chat productivity against daily/weekly/monthly objectives
  • Monitor feedback provided to agents via chat to ensure appropriate information is communicated
  • Monitor chat activity and take the appropriate actions to improve SLA’s and effective rates
  • Monitor inbound call queues and chats inclusive of the coaching line to ensure appropriate staffing levels exist and communicate with command center when staffing increase or reduction is warranted
  • Manage timecards as well as payroll for participating staff as needed
  • Manage agent titles, group upskilling and systems as required
  • Assist in the management of the mortgage servicing customer care call center including customer service, collections and loss mitigation.
  • Promote a positive workplace supportive of company goals and objectives.
  • Build and maintain a high performing team committed to delivering world class customer care and achieving organizational goals.
  • Assist in recruiting and training of qualified individuals to support the customer care call center.
  • Set goals, drive results, manage reviews and properly reward/addresses performance.
  • Familiar with federal, state, and local regulations
  • Ability to quickly identify issues and resolve problems.
  • Handle escalated calls as needed to resolve customer concerns and to ensure quality of service meets company standards in providing reliable customer support
  • Participate in various calling queues as needed to assist in the achievement of various investor SLA’s
  • Assist with various tasks as assigned by management

 

Other Related Duties:

 

  • Performs other related duties as assigned.

 

Supervisory Responsibilities:

 

Manages Online Chat and coaching line staff while carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


Qualifications:

 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.