Online Operations Supervisor
Company: Advance America
Posted on: May 13, 2020
Address : 750 Shipyard Drive Suite 300 , Wilmington , Delaware ,
United States - 19801
Since 1997, Advance America has helped millions of hardworking
people with a variety of personalized financial solutions. We are a
nationally recognized, fully licensed financial services company
with over 1,900 locations and online lending services.
We are currently seeking highly-skilled, career-oriented
individuals ready to be part of a growing company!
- Competitive Wages
- Uncapped Bonus Potential
- Life/Health Benefits
- 401(k) Savings Plan
- Educational Assistance
- Paid Vacation/Holidays
- Great Schedules
- Comprehensive Training
To learn more about Advance America visit Advance America
The Online Operations Supervisor reports to the Online Operations
Manager and, is responsible for supervising assigned Customer Care
Agents. This position requires an individual who easily adapts to
support a dynamic business. Furthermore, this position supports the
Customer Care leadership, field centers, external customers, and
various internal departments with:
- Understanding services and products that agents are providing
- Outlining and understanding company goals and
- Partnering with management and clients to understand and
clearly articulate achievements, needs, and/ or improvement
- Other duties as assigned.
Support Contact Center:
- Team of agents to help them understand their roles and
expectations set by the company.
- Understanding and defining the goals of the organization to
help motivate staff and overall performance.
- Make recommendations to management regarding the development of
policies and procedures; identify and implement processing
efficiencies and completes other duties as assigned.
Influence Support Needs:
- Supervise a team of inbound/outbound contact center
professionals to include, but not limited to, motivating a team to
strive, reach and/ or exceed goals by understanding key performance
- Provide consistent coaching and development to agents
including, but not limited to, ongoing training, quality
monitoring, delivering disciplinary actions, and delivering
employee performance evaluations.
- Ensure that all agents are meeting statistical targets and
provide action plans for those that fall below
- Coordinate issue resolution for all levels of escalated issues
including those identified by the client, customers, and
management, the field, and clients.
- Manage team goals, staffing, controlling expenses, scheduling
and daily tasks.
- Performance reviews, performance improvements plans, extend
disciplinary actions and documentation.
- Provide program and agent performance reporting as required,
including statistical analysis and reporting.
- Provide consistent coaching and development to staff including,
but not limited to, ongoing training, quality monitoring,
delivering disciplinary actions, and delivering employee
Ability to help mentor and develop high performing agents that will
continue to enhance the company's growth
Understand, adhere to and enforce all corporate policies including,
but not limited to, Code of Ethics and Information Security
Equivalent Education Level Required: Associate degree or equivalent
combination of education and experience required. Bachelor degree
Experience Required: Minimum of 5 years of relevant call center
experience with 2 or more years as a supervisor within a call
Knowledge Required: Excellent written and verbal communications
skills as would be needed to communicate in person, by phone, and
through email; adaptability and flexibility to changing
environment; and comfortable working in a dynamic, high volume,
fast-paced environment. Ability to read, write, evaluate, and apply
information. Ability to interact professionally and exhibit
appropriate social skills. Ability to understand and ensure
compliance with policies, procedures, and laws governing our
industry/business and products. Ability to develop and maintain
Physical Requirements: Sitting for long periods of time; standing
occasionally; walking; bending; squatting; kneeling;
pushing/pulling; reaching; twisting; frequent lifting of less than
10 lbs., occasional lifting of up to 20 lbs.; typing; data entry;
grasping; transferring items between hands and/or to another person
or receptacle; use of office equipment to include computers;
ability to travel to, be physically present at, and complete the
physical requirements of the position at any assigned location.
Travel: 0- 10% as needed
Attire: Professional attire (as required by company standards).
Other: Must be eligible to work in the USA and able to pass a
background check, drug screen, and reference check. Must be able to
work 7:30am - 9pm Monday through Friday and 9am - 6pm on Saturday,
dependent on shift.
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, or disability.
Requisition ID: 625
Nearest Major Market: Wilmington
Nearest Secondary Market: Philadelphia
Apply now --
Keywords: Advance America, Wilmington , Online Operations Supervisor, Other , Wilmington, Delaware
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