Virtual Call Center Account Supervisor

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 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 h...