JPMorgan Virtual Call Center Account Supervisor 

United States, Maryland, Baltimore 

552028695

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:

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