DescriptionSeize this full-time remote opportunity to lead a dynamic team of up to 18 specialists at JPMorgan Chase & Co. We provide all necessary technology, offer a competitive salary with a wide range of benefits, and foster professional growth. We also value diversity, integrity, and teamwork.
As an Account Supervisor in the Operations Virtual Call Center, you will exhibit a profound understanding of client success management. Your role will involve promoting business results, providing solutions, and motivating your team, all while ensuring customer satisfaction.
Job responsibilities:
- Oversee a work from home team navigating multiple technologies to support a Call Center environment
- Comfortably lead and manage in a metrics-promoted environment
- Demonstrate resiliency and extreme adaptability in a fast-paced environment
- Coach teams on how to approach problems logically and with good judgment to ensure the appropriate customer outcome
- Empower teams to take ownership of each customer interaction while treating customers with respect and responding with empathy
- Resolve customer escalations and document account activities thoroughly and concisely
- Lead by example through demonstrating personal excellence including punctuality, integrity, and accountability
- Approach and resolve problems logically and with good judgment to ensure the appropriate customer outcome is taken by the specialist
- Encourage teams to think critically and exercise independent judgement
- Make final decisions on behalf of our customers quickly and effectively when required - Enforce and abide by all applicable regulatory and department practices and procedures
Required qualifications, capabilities, and skills:
- Home Location resides within approximately 15 miles radius of the JPMC Mondawmin Community Center, 2415 Liberty Heights Ave, Baltimore, MD, 21215
- Safe and noise free work environment in your residence
- High School diploma/GED required
- Must be willing to work in an environment that requires 100% phone-based customer interaction
- Minimum of 2 years customer interaction or customer support experience, either by phone or face-to-face
- 3 plus years working in a call center position; certification and or training
- Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment
Preferred qualifications, capabilities, and skills:
- 5 plus years of management experience; demonstrated ability to develop, manage, coach, and motivate teams preferred
Work Schedule:
Work schedules will vary. Candidates must be willing to work schedules during our operating hours (6:00am to 11:00pm), which include evenings, weekends, and holidays.
This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.