JPMorgan Auto Escalations Cross Skill Manager 

United States, Florida, Tampa 

764433383

Job responsibilities:

• Oversee a unit of approximately 12-14 agents, ensuring their unit objectives and standards are met
• Compile, analyze and present statistical data relative to unit productivity and complaint trends
• Monitor live calls and provide feedback to staff, provide advice and answer questions concerning collections activities and complaints
• Advise staff of any change in policy or procedures
• Allocate resources, plan work schedule, and assign work using LMOS
• Conduct performance reviews and make recommendations regarding corrective actions and dismissals
• Collaborate with peers to support department one-team culture

Required qualifications, capabilities and skills:

• Critical thinking ability to make independent judgment and problem-resolution decisions.
• Advanced experience researching and resolving escalated customer issues
• Proven strong interpersonal and advanced relationship building skills in a management role
• Accuracy and attention to detail
• Familiarity with multiple browsers, multiple tabs, window navigation and Microsoft Office applications.
• Effective task prioritization to ensure efficiency and meet department service level agreements.
• Excellent verbal and written communication with both external and internal customers, ability to escalate concerns to Sr Management

Preferred qualifications, capabilities and skills:

• Minimum three years of experience as a Supervisor strongly preferred
• Minimum two years Auto Collections or Cross-Skill experience preferred; or experience with End of Term, Redemptions or Auto Servicing
• Strong working knowledge of internal systems and applications such as: iCAF, Quest, TCS, RCV, SharePoint, CARE, etc.
• Excellent analytical ability, especially in maintaining supervisory records and statistics