Customer Operations Supervisor


Zibby

Plano, Texas

Background

Cognical, dba Zibby, is a mission-driven financial technology company with big plans to remake finance from the bottom-up. We build payment products that give 48% of the US population with low and evolving-credit a way to get the products they need, from the retailers they choose, online or in-store. Zibby’s goal is to graduate successful payers to lower payments. We are well-funded by top VC’s and led by team of experienced entrepreneurs.

Our lease-to-own solution fully integrates with retailers’ online and in-store checkout processes to provide the only financing option for 65 million underbanked and nonprime consumers to acquire electronics, appliances, furniture, and other durable goods.

Job Summary

A very talented call center supervisor with the ability to create win/win solutions for our associates and customers. A successful candidate will be able to drive results and focus on our customers to ensure we continue to provide world class customer service.

Responsibilities

  • Coach, develop and mentor 10+ call center associates
  • Train all new call center associates for a growing organization
  • Provide quality and compliance feedback to call center associates
  • Lead staff meetings and one on one meetings with call center associates
  • Be a leader and advocate for change and development or processes
  • Provide exceptional customer service through coaching and direct customer interaction
  • Create, review and implement SOP and training materials
  • Review/update attendance, quality and performance reports
  • All additional tasks or duties as assigned

Requirements

  • Previous 5+ years in customer service or collections supervisor or management experience
  • Previous new hire and continuing education training of associates in a classroom setting
  • Prior experience handling 1:1 associate interactions with coaching and feedback
  • Prior experience leading and handling team meetings
  • Exceptional attention to detail and follow up with direct reports
  • Exceptional communication skills with execution of feedback, coaching, and customer experience
  • Proficient with software tools (Excel, Word, Google Doc, Mac computer)
  • Must be willing to work nights and weekends

 

Preferred Qualification:

  • 7 to 10+ years of collection and customer service supervisor or management experience
  • 7 to 10+ years of collections and customer service call center (phone) experience
  • 3 to 5+ Dialer collections and dialer administrator experience
  • Lease to own or rent to own experience

Interested Applicants

Apply here