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Online Operations Supervisor

Company: Advance America
Location: Wilmington
Posted on: May 13, 2020

Job Description:

Company:

Advance America
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!

We offer:



  • 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 Website

    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 to customers.
    • Outlining and understanding company goals and initiatives.
    • Partnering with management and clients to understand and clearly articulate achievements, needs, and/ or improvement areas.
    • 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 indicators.
        • Provide consistent coaching and development to agents including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations.

          ---------------------

          Drive excellence:



          • Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations.
          • Coordinate issue resolution for all levels of escalated issues including those identified by the client, customers, and management, the field, and clients.

            ---------------------

            Manage teams:



            • 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.

              ---------------------

              Maintain teamwork:



              • Provide consistent coaching and development to staff including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations.

                Ability to help mentor and develop high performing agents that will continue to enhance the company's growth

                Accountability

                Understand, adhere to and enforce all corporate policies including, but not limited to, Code of Ethics and Information Security Policies.

                Equivalent Education Level Required: Associate degree or equivalent combination of education and experience required. Bachelor degree preferred.

                Experience Required: Minimum of 5 years of relevant call center experience with 2 or more years as a supervisor within a call center environment.

                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 business relationships.

                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.

                IND1

                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

Click here to apply!

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