Satellite Call Center Account Supervisor (Bilingual English and Spanish Required)

Account Supervisor In The Operations Satellite Call Center

Seize 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 Satellite 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.
• Lead and manage comfortably 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 judgment.
• 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 must reside within approximately 30 miles radius of the JPMC Branch at 1818 S. 6th Avenue, Tucson, AZ 85713.
• 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
• 5 plus years of direct management experience; demonstrated ability to develop, manage, coach, and motivate teams
• Reading and speaking in both Spanish and English fluently is required for this role

Preferred Qualifications, Capabilities, and Skills:

• Bachelor's Degree Preferred
• Experienced in Retail Credit Card servicing

Work Schedule:

Work schedules will vary. Candidates must be willing to work schedules during our operating hours (6:00am to 12:00am EST), which include evenings, weekends, and holidays. This role is a work-from-home position, 5 days a week, and is located in Tucson, AZ only. It does not offer relocation assistance or immigration sponsorship.

This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.