ampliFI Loyalty Solutions · 1 month ago
Call Center Supervisor
Naperville, IL
Full-time
Hybrid
Mid, Senior Level
$40K/yr - $46K/yr
4+ years expampliFI Loyalty Solutions is focused on delivering exceptional customer service through their reward programs. The Customer Service Supervisor will lead a team of over 30 associates, ensuring operational excellence and high performance in a call center environment.
Financial ServicesLoyalty Programs
Responsibilities
Schedule Monday through Friday 1:30 pm to 10 pm , with onsite hybrid requirement
Lead, coach, and provide career guidance and feedback to associates on performance and goals
Provide onsite support to maintain a positive work environment and exceptional customer experience
Ensure compliance with company policies and processes. Administer performance management through coaching, training, development, and corrective actions
Perform quality checks, develop and review performance reports, and implement measures to improve team performance
Manage workflow distribution and floor operations to ensure service levels are consistently met
Resolve complex escalated client concerns and disputes in line with SLA requirements
Conduct bi-weekly team meetings with team leads
Serve as a backup for the Customer Service Manager as needed
Provide technical support related to phone systems or representative queries
Create and update program overviews, review IVR scripts, and assist with Spanish translations if applicable
Monitor call metrics and recommend improvements when scores fall below 85%
Enforce company policies and support team leads with operational tasks when required
Manage and back up workforce scheduling and timecard administration
Train representatives as needed to ensure skill development and performance standards
Take supervisor calls and provide backup call coverage during high-volume periods to assist in clearing the queue
Qualification
Required
High school diploma or equivalent required
Minimum 4 years of call center team management experience
Demonstrated expertise with call center systems and applications
Ability to work flexible hours
Strong computer skills, including Microsoft Office, Windows, Google Suite, and web browsers
Excellent communication, time management, problem-solving, and interpersonal skills
High level of patience and empathy in customer and team interactions
Active listening and interpersonal skills
Strong problem-solving and decision-making abilities
Preferred
Experience in reward program or customer loyalty environments
Familiarity with workforce management tools and performance analytics
Benefits
Competitive pay plus 401(k) with employer match
Medical, dental, vision, and life insurance
Voluntary café plans, including voluntary life, accident, hospital, critical care, and parking/transit options
Tuition Reimbursement
Paid time off, company holidays, and parental leave
Employee Assistance Program
Hybrid work environment with flexible hours
Onsite perks including gym access and snacks
Employee recognition programs celebrating milestones and achievements
Growth opportunities within a supportive, team-oriented environment
Company
ampliFI Loyalty Solutions
AmpliFI Loyalty Solutions is a loyalty program provider for banks and credit unions.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Neuberger Berman
2024-04-24Undisclosed
2018-09-26Acquired
Leadership Team
Kevin Sagon
CTO
Recent News
Company data provided by crunchbase