Customer Service Supervisor

Duties and Responsibilities

• Supervise, coach, and develop a team of Contact Center representatives handling inbound and outbound calls, including account inquiries, payment processing, and escalations
• Monitor team performance against key metrics, including call quality, handle time, first call resolution, and customer satisfaction scores; provide regular feedback and performance reviews
• Ensure strict adherence to data security protocols, compliance standards, and client-specific security requirements as mandated by the Solar loan originator partner
• Manage daily staffing, scheduling, and workflow to ensure adequate coverage and service level targets are consistently met
• Handle escalated customer issues and complex loan servicing inquiries with professionalism, applying sound judgment and knowledge of applicable regulations
• Conduct regular call monitoring, side-by-side coaching, and quality assurance reviews to ensure service delivery meets client and company standards
• Partner with Training and QA teams to identify knowledge gaps and implement ongoing development programs for team members
• Collaborate with the Contact Center Manager to report on team performance, surface operational challenges, and contribute to process improvement initiatives
• Foster a positive, inclusive, and high-accountability team culture that aligns with Concord's core values and the expectations of a security-conscious financial services environment

Requirements

• 3-5 years of customer service experience in a contact center environment, with at least 1-2 years in a supervisory or team lead role
• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks
• Experience in financial services, loan servicing, fintech, or a similarly regulated industry is strongly preferred
• Demonstrated ability to lead, motivate, and hold a team accountable in a metrics-driven contact center environment
• Strong understanding of data privacy, information security best practices, and the ability to enforce high-security protocols required by our client partners
• Excellent verbal and written communication skills; able to de-escalate difficult interactions and communicate clearly with customers and internal stakeholders alike
• Proficiency with contact center platforms, CRM systems, and reporting tools; experience with workforce management software is a plus