SUMMARY

The Call Center Supervisor will support the UnidosUS Counseling Connection (UCC) in overseeing the daily call activities of the program and in meeting or exceeding the performance measures established for the operational team. The team is responsible for providing housing and financial literacy counseling services to clients through virtual and telephonic communication, documenting and tracking caseloads through client management systems, and maintaining call volume during outreach campaigns.

This position will support the strategic goals of the UCC Program Manager by studying, analyzing, and monitoring the program's activity internally and externally. A successful candidate will advise, recommend strategies, and coordinate staffing plans within the program's business goals and objectives. This position is hybrid from our Phoenix, AZ location.

Essential Functions

• Training and preparing call center representatives to understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Examine and evaluate agent performance, providing learning or coaching opportunities, and focusing on professional development, engagement, and recognition.
• Monitor program operations to meet performance requirements, including quality, productivity, attendance, compliance, and corrective discipline.
• Identify operational issues and troubleshoot or suggest possible improvements.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Develop relationships with other internal groups to improve the speed and quality of issue resolution and to recommend process improvements.
• Resolve escalated client concerns to determine appropriate action, balancing superior service with fiscal responsibility.
• Working with counseling leads and management team members to support agents in drafting/editing/updating standard operating procedures and/or training materials.

Required Qualifications

• 5 years of experience in a call center and/or customer service industry with at least 3 years of demonstrated experience in a lead or supervisor role including monitoring call center performance and maintaining or improving the service quality.
• Basic understanding of mortgage products and programs and the loan application process required.
• Minimum of five (5) years of experience in advanced customer service or sales skills, along with training and coaching skills to motivate employees.
• Minimum of three (3) years of experience in user interface/user experience, technology application customer journey support, and phone-based or online chat service delivery.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Steadfast commitment to UnidosUS mission, vision, values, and principles of ethical standards (Excellence, Respect, Accountability).
• Excellent written and verbal communication skills.
• Excellent problem-solving, leadership, and customer service skills.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Proficient with MS365 Office Suite with a specific emphasis on Excel reporting and analysis.
• Embraces feedback and approaches work with a "growth" mindset.
• Ability to create systems, establish protocols, and recommend efficiencies.
• Ability to manage multiple tasks and goals, prioritize among assignments, and problem-solving.
• Ability to maintain attention to deadlines, function effectively under pressure and communicate clearly and effectively about workload/priorities.
• Collaborates effectively to get things done, building, and nurturing strong relationships.

Desired Qualifications

• Associate Degree in Business Administration or related field of study preferred.
• Familiarity and commitment with the U.S. Latino community, Latino nonprofit organizations, and the Latino market are a plus.
• Ability to grasp and understand new methodologies/technologies.
• Excellent written and verbal communication.
• Excellent problem-solving, leadership, and customer service skills.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Proficient with MS365 Office Suite with a specific emphasis on Excel reporting and analysis.
• Embraces feedback and approaches work with a "growth" mindset.
• Ability to create systems, establish protocols, and recommend efficiencies.
• Ability to manage multiple tasks and goals, prioritize among assignments, and problem-solve.
• Ability to maintain attention to deadlines, function effectively under pressure and communicate clearly and effectively about workload/priorities.
• Collaborates effectively to get things done, building, and nurturing strong relationships.
• Bilingual (English/Spanish) fluency preferred.