Inbound Contact Center Supervisor jobs in Missouri

MOHELA is a not-for-profit student loan servicer with a combined portfolio of student loans owned by the federal government, special entities, and itself. We are a contracted servicer with the Department of Education. We currently have around 1300 employees and we are conveniently headquartered in Chesterfield valley, with an operation center in Columbia, Missouri, and an office in Washington, DC . We have been actively providing financial support and other support to Missouri's higher education programs for more than 40 years.

MOHELA is looking for a passionate and skillful Contact Center Supervsior

MOHELA offers competitive salary and a benefit package that includes paid personal and vacation time-off, insurances for medical, dental, life, short-term disability, 401K plan with dollar-for-dollar match up to 8% of salary, defined benefit pension plan, and tuition assistance.

General Statement of Duties:

• Ensures effective day to day supervision and leadership of staff consistently to deliver a positive customer experience, accurately resolve inquiries, tasks, and/or casework, and achieve high quality assurance metrics.
• Ensures a positive work environment by the reinforcement of the values, mission and vision of the organization and fostering engaged, empowered employees with a sense of job performance ownership and accountability.
• Ensures professional leadership, employee interactions, and collaboration. Uses sound judgment for appropriate resolution or escalation.
• Ensures polices and Standard Operating Procedures are followed and identifies and communicates continuous improvements opportunities to make MOHELA and customer experience better.
• Ensures individual employee and team KPI and productivity standards are met.
• Ensures delivery of daily and weekly coaching, development and feedback to staff regarding overall and individual work performance.
• Ensures handling of customer inquiries, tasks and/or casework to maintain skill set and to assist when volume and service level needs arise.

Essential Competencies and Responsibilities:

• Compliance and Quality Assurance - Maintain and assure compliance, keeping current with and accurately interpreting the applicable laws, rules and regulations. Ensure all inquiries, tasks and/or casework are completed within required standards and in compliance with state and federal laws and regulations. Ensure and maintain quality assurance standards are followed and strive to meet goals to ensure meeting guidelines and policies. Maintains accurate and current knowledge to handle inquiries, tasks and casework.

• Customer Service - Ensure the accurate and efficient handling of customer inquiries, tasks and/or casework by providing a positive customer experience to meet the expectations and service level requirements. Ensures the education of ongoing training is delivered to staff in timely manner.

• Managing People – Ensures the leading of staff to handling customer interactions effectively and efficiently to create a positive customer experience; Makes self-available to staff; Provides regular performance feedback; Develops direct report’s skills and encourages growth; Fosters quality focus in others; continually works to improve supervisory skills. Conduct staff meetings in a professional and effective manner.

• Strives for the Remarkable - Demonstrates commitment to achieving results and holds self & others accountable to make a difference. Deals with the realities of today by investing time, effort, & energy into activities to build the future. Is process disciplined, clarifies expectations, and learns from mistakes & shares learnings with others.

• Applies Discipline to Thought and Action - Translates operating directives into understandable goals for individuals. Develops disciplined processes for meeting objectives, maximizing resources, building momentum & sustaining success. Does the homework & comes prepared. Seeks opportunities to replicate successful endeavors & practices. Identifies and communicates operational opportunities.

Education/Experience:

• Bachelor’s Degree preferred.
• 1 years’ experience with a student loan organization, financial institution, secondary market, loan guarantee agency or educational institution preferred.
• Prior supervisory experience in a professional business environment or contact center preferred.
• Self-motivated, positive, possess strong attention to detail, excellent organization skills, interpersonal and communication skills (including listening) and follow-through, along with ability to lead projects and people.
• Candidate must have proven ability to set goals and meet deadlines, collaborate and lead in team environment, and generate new ideas, hold self-accountable.
• Computer Skills: Possess an understanding of software packages/systems utilized within the Contact Center including CRM, Workforce Management and Quality Assurance Systems preferred. Understanding of Microsoft Excel a plus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

We are an EEO/AA Employer. We do not discriminate in hiring on the basis of race, color, national origin, sex, gender identity, sexual orientation, religion, age, disability, protected veteran status, or any other characteristic protected by federal, state or local law

To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans.

In compliance with the American Disabilities Act Amendment Act (ADAA), if you have a disability and would like to request an accommodation in order to apply for a position with MOHELA, please call please call 636.733.3700 x3571, TDD 7-1-1, or email hr@mohela.com