Customer Care Supervisor
Computershare Inc
 Tempe, AZ

We have a unique opportunity for someone to contribute their talents and strengths as Customer Care Supervisor

A COMPANY TO BE PROUD OF

At Computershare we invite you to share our vision and commitment to excellence in everything that we do. Our 12,000 people around the globe are entrepreneurial and innovative, serving 16,000 clients and customers with precision and reliability because they count on us to deliver, every time.

Computershare (ASX: CPU) is a global market leader in transfer agency and share registration, employee equity plans, mortgage servicing, proxy solicitation and stakeholder communications. We also specialize in corporate trust, bankruptcy, class action and utility administration, and a range of other diversified financial and governance services.

Founded in 1978, Computershare is renowned for its expertise in high integrity data management, high volume transaction processing and reconciliations, payments and stakeholder engagement. Many of the world's leading organizations use us to streamline and maximize the value of relationships with their investors, employees, creditors and customers.

Computershare is represented in all major financial markets and has over 12,000 employees worldwide.

DIVERSITY IS A STRENGTH

Across our global team, we see diversity as a source of strength. The more perspectives we have, the better equipped we'll be to meet the demands of our diverse global customer base. We want every person who joins out team, every customer and every supplier to feel welcome. We are an Equal Opportunity Employer and believe in equality for everyone, regardless of age, national or ethnic origin, sex, gender identity or expression, race, color, religion, disability, sexual orientation, protected veteran status or other characteristics protected be applicable law. That applies throughout our company, around the world with no exceptions, regardless of differences. We will hire, develop, reward, promote and retain people purely on the basis of their talents, commitment, potential and the results they achieve. We will work hard to make sure everyone is included within our organization, removing barriers and obstacles to give everyone an equal opportunity to succeed.

OUR VALUES

Our key values – Certainty, Ingenuity and Advantage – drive everything we do: you can count on us to deliver with precision and reliability, every time. We look beyond today's problems to find tomorrow's solutions, focusing on finding new and better way to unlock your competitive edge and help you achieve your business goals.

A ROLE YOU WILL LOVE

Responsible to oversee the day to day activities of Call Center. Ensures the achievement of all established service level metrics and maintains department compliance with company and regulatory requirements. Maintains a working environment that is energized and motivating and contributes to the superior performance of the Call Center.

Primary Accountabilities

  • Responsible for day to day supervision of customer care staff
  • Provide daily feedback and assistance to all agents
  • Monitor call stats on a daily basis and provide feedback to staff
  • Complete monthly evaluations for agents and provide information to HR for ICP bonus pay out.
  • Return all escalated calls within one business day
  • In conjunction with other call center supervisors, complete monthly agent schedules
  • In conjunction with management, complete all staff annual evaluations timely
  • Other duties or tasks as assigned by management.

WHAT WE NEED FROM YOU

  • Excellent supervisory, team building, and coaching skills
  • Strong interpersonal, communication and listening skills
  • Strong technical, organizational, prioritization and management skills
  • Demonstrated decision-making and problem solving skills
  • Understanding of strategic direction
  • Understanding and comprehension of performance metrics and productivity reports
  • Creation of basic call center reporting

KEY QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

  • High School or equivalent education.
  • Minimum of 2 to 5 years of Mortgage Banking experience preferred.
  • Minimum of 1 to 2 years of supervisory experience within a call center environment preferred.

Language Ability

Ability to read/analyze/interpret business periodicals/ journals/technical procedures/gov. regulations; write reports/business correspondence/procedure manuals; effectively present information/respond to questions from managers/clients/customers/public.

Mathematical Ability

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the environment is moderate

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

REWARDS AS UNIQUE AS YOU

  • A choice medical insurance plans designed to meet your needs
  • Dental & Vision insurance
  • Life & Disability insurance
  • Flexible spending and health savings accounts
  • Employee Stock Purchase Plan
  • Paid time off - You'll accrue 3 weeks your first year!
  • Nine Holidays
  • $1,000 Employee Referral Program
  • Wellness programs
  • Matching 401(k)
  • Tuition Reimbursement
  • Banking and investments plans
  • Rewards and recognition programs
  • Employee discounts for wellness, auto & homeowners insurance, wireless service and more…

To learn more, visit us at www.computershare.com/mycareer.

Your career is waiting.

Computershare is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

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