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Customer Service Operations Supervisor

City: Ewing
State/Territory: US-NJ


Who is Cenlar?


You are.


Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Customer Service Operations Supervisor



  • Demonstrate leadership by role modeling in actions and words.

  • Present a professional demeanor and appearance.

  • Ability to oversee a team of Customer Service Representatives focusing on daily performance measurements. Establish and monitor goals for acceptable performance in accordance with company standards.

  • Work in conjunction with Business Analysts/Traffic Coordinator on daily scheduling for call volumes, adherence to client/company overall Service Level Agreements.

  • Work in conjunction with Quality Coordinators with regard to all quality programs, development and execution of policies and procedures, campaigns and incentive programs.

  • Meet weekly with all direct reports for performance metrics review and professional development.

  • Ensure all tasks, emails, correspondence, research functions are handled in conjunction with the SLA and compliance standards.

  • Act as direct back up to the Service Leader and Quality Coordinator in their absence.

  • Perform annual staff reviews and establish individual staff goals for development.

  • Train and assist staff to handle work volume and issues in accordance with company policy and procedure and with RESPA compliance.

  • Motivate employees to reach department goals and objectives.

  • Identify trends and escalate issues to manager timely for minimizing corporate risk and enhancing the customer experience. Adherence to Root Cause polices and procedures.

  • Participate in handling incoming and outbound call needs to meet the goals of the department/client.

  • Responsible for overseeing and responding to real time customer impact issues/incidents that impact companywide initiatives.

  • Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement.

  • Responsible to participate in rotation of supervisors manning the assistance line to coach the staff real time maximizing consistency of knowledge, improving processes, and impact on customers.

  • Partner with other managers throughout the company, acting as a Liaison in the consistent improvement of functions, developing strong working relationships. This is to be done via monthly scheduled meetings.

  • Facilitate regularly scheduled staff meetings.

  • Responsible for the facilitation and weekly/monthly reporting of Outbound Call programs.

  • Other duties as assigned.



  • Four year college degree or equivalent or a minimum of three years progressive Customer Service experience in a call center environment

  • Excellent verbal and written communication skills

  • Previous supervisory experience preferred

  • Excellent interpersonal skills

  • Excellent organizational and time management skills

  • Ability to work in a fast pace environment

  • Excellent problem resolution and customer service skills

  • Leadership skills

  • Strong coaching and counseling skills


Total Rewards:

Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO.


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