Ygrene Energy Fund

Call Center Supervisor

US-FL-Miami
Job ID
2017-1653
Department
Customer Service

Overview

Ygrene Energy Fund is a national leader in residential and commercial clean energy financing.  Founded in 2010, Ygrene’s award-winning, privately funded Property Assessed Clean Energy (PACE) program is revolutionizing the home improvement industry, making it easier for property owners to invest in their futures and a healthier environment. Ygrene is delivering greater choice for home and business owners by providing accessible and affordable financing for energy efficiency, renewables, water conservation, storm protection and seismic upgrades.  Recognized as one of the fastest growing asset classes in the country, PACE has proven to be a successful tool for supporting public policy initiatives, all without the use of public tax dollars or credits. To date, Ygrene has provided over $1 billion of private capital to more than 400 local communities, creating thousands of jobs and investing millions into local economies across the U.S.

 

The Call Center Supervisor organizes and directs the daily activities concerned to the call center's operation. The main responsibility of a call center supervisor is to manage, train, and guide call center agents to execute their tasks. The supervisor monitors agents and calculates call center performance, and analyzes reports. They prepare and develop schedules to control adequate staffing levels.

Responsibilities

  • Managing and directing the daily activities of call center agents and telephone operators.
  • Supervising, planning, and managing functions concerned to Call Center environment.
  • Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
  • Acting as an information source and answering operator or agents’ questions, assigning tasks, following up and giving instructions as needed.
  • Attending, following up and resolving customer complaints and questions.
  • Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
  • Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
  • Preparing and directing schedules, monitoring attendance of operators, & scheduling shifts.
  • Practicing and ensuring compliance with that of all the organization's policies and procedures.
  • Take calls that your agents can't handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback.

Qualifications

  • 2+ years of experience within the mortgage or banking industries
  • 2+ years of experience managing a team in a call center environment
  • Bachelor's degree is preferred, but not required.
  • Strong analytical ability and experience
  • Ability to speak, read and write in Spanish is a plus
  • Ability to manage multiple projects simultaneously
  • Ability to independently manage daily tasks and short-term projects
  • Highly organized and attention to detail a must.
  • Solid interpersonal and communications skills
  • Proficient in Microsoft Word, Excel, PowerPoint and PDF Conversions

 

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