Customer Service Representative Supervisor (BPO) - Goldschmitt and Associates Llc : Job Details

Goldschmitt and Associates is a Service Disabled Veteran Owned Small Business headquartered out of Reston, VA. Goldschmitt's services are seamless extensions of our client's organization. We seek complete understanding of our client's mission, expectations, environment, objectives and constraints, ensuring that we meet and improve your goals for mission performance and outcomes.Goldschmitt and Associates seeks a Customer Service Supervisor to supervise contact center support for the federal contract of a nationally-recognized leader in student loan servicing.Job Responsibilities:

• Ensures effective day to day supervision and leadership of Customer Service Representatives (CSRs) consistently to deliver a positive borrower experience, accurately resolve borrower inquiries 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 the customer experience better.
• Ensures individual CSR and team KPI and productivity standards are met. Ensures delivery of daily and weekly coaching, development and feedback to CSRs regarding overall work performance.
• Successful completion of a background check and federal contractor employment screening.

Minimum Skills/Qualifications:

• Bachelor's Degree Preferred
• 1 Year Prior Supervisory Experience in a Professional Business Environment or Contact Center Preferred.

Goldschmitt and Associates is an equal opportunity employer. Goldschmitt and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.