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Customer Service Operations Supervisor

City: Tempe
State/Territory: US-AZ



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 Interaction Operations Supervisor



  • Oversee a team and daily operations in the Customer Service Call Center, managing ‘real time’ work volumes and providing assistance to customers/members, clients and staff. 
  • Manage, motivate and train staff:
    • Meet weekly with direct reports for performance metrics review and professional development.
    • Facilitate regularly scheduled staff meetings.
    • Perform annual staff reviews; establish individual goals for development.
    • Motivate employees to reach department goals and objectives.
    • Train and assist staff to handle work volume and issues, in accordance with company policies and procedures and RESPA compliant.
  • Manage the integrity of the customer service process:
    • Assist with daily scheduling for call volumes and adherence to client/company overall service level agreements (SLA).
    • Establish and monitor goals for acceptable performance in accordance with company standards.
    • Assist with quality programs and development/execution of policies and procedures, campaigns and incentive programs.
    • Ensure all tasks, emails, correspondence, research functions are handled in conjunction with SLA and compliance standards.
    • Identify trends and escalate issues to manager timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures.
    • Participate in handling incoming and outbound call needs, to meet department/client goals.
    • Oversee and respond to real time customer issues/incidents that impact company initiatives.
    • Responsible for minimum of one monthly enhancement to department/company for efficiency, cost benefit or service improvement.
  • Facilitate outbound call programs; provide weekly/monthly reporting.
  • Participate in supervisor rotation for manning the assistance line to coach staff real time, maximizing consistency of knowledge and improving processes and impact on customers.
  • Act as direct back-up to Service Leader and Quality Coordinator
  • Act as a liaison in the development of strong working relationships for the consistent improvement of functions; hold regularly scheduled meetings with other managers throughout the company.
  • Other duties as assigned.



  • Four year college degree or equivalent, or minimum three years progressive customer service experience in a call center environment
  • Previous supervisory experience preferred
  • Strong leadership skills, demonstrated by role modeling in actions and words
  • Excellent interpersonal, coaching and counseling skills
  • Excellent problem resolution and customer service skills
  • Excellent verbal and written communication skills
  • Excellent organizational and time management skills
  • Ability to work in a fast pace environment
  • Professional demeanor and appearance


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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