Call Center Customer Service Supervisor

Make coming to work a pleasure by joining one of Metro Detroit's "101 Best and Brightest Companies to Work For," a recognition Flagstar has achieved six years in a row. At Flagstar, you'll enjoy a fun, dynamic work environment with a leading company in the banking and mortgage industries. You'll find fresh challenges daily, together with the support you need to accomplish your work and advance your career.

The Customer Service Supervisor is responsible for managing a team of Service Center Representatives and team members to meet predefined business objectives and service level agreements. 

Specific responsibilities include:

· Managing the operations of scheduling, training, performance, coaching, and QA for the unit
· Assisting with the implementation of new procedures and guidelines for world-class customer service
· Meeting the customer service goals in the face of constantly changing demands and unforeseen occurrences.
· Resolving issues such as time constraints and resource limitations
· Finding and initiating ways to keep the Service Center staff motivated
· Meeting and exceeding customer satisfaction service levels for success of the Customer Service department in all projects
· Working with Customer Service analysts and Subject Matter Experts (SMEs) to ensure an appropriate standard of resolution while minimizing the number of referred or transferred calls


Principle Accountabilities:

1. Providing close guidance and daily supervision to Customer Service analysts and Subject Matter Experts (SMEs)
2. Ensuring adherence to defined department service levels
3. Providing general feedback on ways to improve processes and Customer Service Representative retention


Authority

· Working with internal and external customers to resolve related issues quickly, while ensuring a high degree of responsiveness and accountability to the customer
· Assisting in resolving customer issues
· Serving as a customer advocate when working to resolve issues with other departments within Flagstar
· Advising I.T. Teams on issues relating to the successful support of business critical applications
· Advising organizations on issues relating to automation and computing systems/technology
· Identifying potential problems before they occur and working with Customer Service Management to identify  solutions
· Participating in the development and implementation of processes that improve efficiency and enhance productivity
· Mentoring Customer Service Representatives along with Subject Matter Experts (SMEs), encouraging their professional growth and knowledge enhancement
· Serving as a representative of the Customer Service department in cross-organizational projects and initiatives
· Working with Customer Service Management team to achieve service level metric goals and ongoing team development
· Assisting Representatives and Subject Matter Experts (SMEs) with achieving their scorecard objectives
· Coordinating projects as assigned from Customer Service management team
Contacts
Extensive contact with Flagstar Bank’s internal and external customer base to ensure timely, efficient, and professional resolution of client problems to maximize customer satisfaction with Flagstar products and automation. 

Communication within other Flagstar Bank divisions is essential for effective problem resolution and the long-term viability of Flagstar Bank.

Position Requirements
· Associates degree in related field OR equivalent experience
· 2 to 3 Years Customer Service experience in a call center environment or equivalent experience
· Experience as a Supervisor or similar role
· Ability to communicate well both orally and in writing
· Strong analytical and problem solving skills with an ability to think quickly under pressure
· Strong understanding of MS Office
· Strong knowledge of call center operations
· Willingness to work in a team environment
· Ability to work late shift and weekend shifts as needed
· Strong leadership skills


Hours of Operation
The Servicing Support team operates Monday – Friday from 7:30am – 8:00pm, with shifts starting at 7:30am. Supervisors must be willing to rotate Saturday shifts.  Saturday hours are 8:30am – 4:00pm.
Position Purpose

 

Flagstar is an Equal Opportunity Employer