Contact Center Supervisor

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Upper Lake Processing Services (ULPS) is a call center operation wholly owned and operated by the Habematolel Pomo of Upper Lake, a federally recognized Native American tribe located in Northern California. Our talented team provides call center support services to the Tribe's online financial services products. The Tribe is an industry lender that currently provides safe online personal loans that help people meet unexpected emergencies and cash-flow needs quickly and easily. Our talented team serves a critical role as the voice of the customer by providing world-class customer service to new and returning customers. The ULPS team operates out of the company's call center locations in Upper Lake, CA and Lenexa, KS. Employees receive training, competitive pay and benefits and 401(k) with a 4% match! The call center team is customer-focused, forward-thinking, passionate and moves fast! Are you ready to grow with us?

Purpose of the Position: Functions as first line management to a team of Call Center Agents by administering company policy & procedures while consistently achieving team and individual goals. Directs, controls, and coordinates all functions within the role by finding ways to improve the customer experience and maximize business profitability.

Key Responsibilities:

• Supervises and coordinates the activities of their team by ensuring performance standards are met and by recommending measures to improve performance and increase efficiency.
• Confers with upper management and peers to identify, plan, and develop methods to obtain greater efficiency, including analyzing current business practices. Prepares, analyzes, and submits various reports to senior management.
• Closely monitors team by browsing accounts, answering team member questions, side-by-side coaching, and listening to customer calls to determine coaching opportunities and training & development needs.
• Provides direction and support, clear expectations, encouragement, and motivation to team members by meeting regularly, delivering feedback and recognition, and by completion of annual performance evaluations.
• Assists team members with escalated customer calls and resolves customer complaints.
• Recommends, initiates, and delivers personnel actions such as corrective action when necessary.
• Documents and closely monitors team members' time and attendance tracking.
• Other duties as assigned.

Education and Experience: Required:

• A minimum of 1 year experience as an Upper Lake Processing Services (ULPS) NLS Agent, Payment Solutions Agent or Quality Agent with satisfactory performance history; OR a high school diploma, GED, or a minimum equivalent of 1 year related work experience in lieu of education AND 3 years of Call Center work experience working with a customer before, during and after a purchase.
• All offers are contingent upon signing a confidentiality agreement and satisfactory completion of drug screening and background checks. Employer observes federal standards for controlled substances.

Preferred:

• Associates Degree in Business Administration.
• Previous call center management experience is a plus.

Skills & Abilities:

• Intermediate computer skills with proficiency in MS Word, Excel, and Outlook.
• Highly motivated to achieve organizational goals and objectives.
• Able to effectively manage multiple priorities with a delegation of staff assignments to achieve team objectives.
• Ability to be a self-starter capable of managing multiple projects simultaneously while maintaining attention to detail.
• Excellent written and verbal communication skills.
• Strong interpersonal skills used in developing strong working relationships and effective listening skills.
• Excellent decision-making, problem-solving, and conflict-resolution capabilities.
• Ability to work in a fast-paced, time-sensitive, and confidential environment.
• Flexibility in supporting all hours of business operations.

Physical Requirements:

• Prolonged periods in a stationary seated position, such as working on a computer.
• Frequently move, transport, and manipulate computer equipment up to 15 pounds.
• Verbal communication sufficient to exchange accurate ideas and information.

Indian Preference

Native American Indian preference shall apply to the position in accordance with Title VII of the Civil Rights Act of 1964 (42 U.S.C. 2000e-2(i)), regulations of the Office of Federal Contract Compliance Programs (41 C.F.R. 60-1.5(a)(7)), and/or other relevant laws. Applicants claiming Indian preference must submit verification of Indian eligibility with their application.