{"id":1931498,"url":"https://alion.io/job/pls-financial-services-customer-care-supervisor","title":"Call Center Supervisor – Customer Care Bilingual Preferred","company":{"id":684458,"name":"PLS Financial Services","domain":"pls.com","url":"https://alion.io/company/pls-4","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"D","score":41,"open_postings":398,"ghost_share":0.899,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Oak Brook, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":54000,"max":54000,"currency":"USD","period":"year","gross":null,"usd_annual":54000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-05T21:36:06Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-21T00:20:20Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":14},"description":"This position is locate at 814 Commerce Dr., Oak Brook, IL 60523\nPLS®: People. Location. Service \nWhy PLS? Because You Deserve Better!® PLS - which stands for People - Location - Service - is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents.\nPosition Overview: \nThe Customer Care Supervisor is responsible for the management and development of the contact center team; ensuring targets are achieved through constant training and coaching. The Customer Care Supervisor directs and controls the daily operations to ensure that the team is meeting the needs of customers. The Customer Care Supervisor spends time on the call floor with representatives and is available to the team for assistance at all times. The Customer Care Supervisor is also responsible for monitoring the training, development, and overall performance of the team. The Customer Care Supervisor is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns. The Customer Care Supervisor is instrumental in enhancing the customer experience by delivering high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic, fast-paced environment.\nJob Responsibilities:\nMaintain accurate and updated records of customer interactions and transactions, record details of inquiries and actions taken.\nEnsure all interactions are in accordance with PLS policies, procedures, federal guidelines and applicable laws.\nEnsure new processes and procedures are implemented and used effectively by self and team members.\nCommunicate and follow up on all new Information related to products, services, procedures, customer needs and company-related issues, changes and actions to ensure representatives are fully informed.\nHandle escalated calls for proper handling and follow-up.\nRetain low error margins for department and individual agents for higher productivity.\nEffective written and verbal communications at all levels of PLS.\nStudy and standardize procedures to improve efficiency of Contact Center team.\nMonitor productivity and generate reports for the Contact Center.\nAnswer questions and recommend corrective services to address customer concerns.\nLead by example by maintaining a comprehensive knowledge of PLS products and services.\nMotivate and drive team performance, achieve the targets set and Key Performance Indicators\nEnsure Quality Assurance Requirements and other key performance metrics are met.\nProvide operational floor management to ensure that the Contact Center runs efficiently and Effectively.\nAnalyze trends and training needs, ensuring that improvements are continuously made and performance is measured consistently.\nPerform annual performance reviews and monthly one-on-one meetings with team members.\nMonitor real time service levels and schedule adherence.\nPerform workforce forecasting, scheduling, and load balancing for the Contact Center optimizing service and quality levels while ensuring most efficient use of resources.\nDevelop and maintain capacity-planning tools to accurately forecast workload volume, provide management with analysis to determine hiring needs and staffing needs for optimal schedules.\nConduct individual coaching feedback sessions to improve call quality while improving the customer experience.\nMonitor service interactions to observe employee demeanor, technical accuracy, and adherence to company policies.\nOther duties as assigned by management.\nJob Requirements:\nPrevious Contact Center experience is required\nMinimum of 2 years’ prior leadership experience is a plus\nHigh school diploma or equivalent; Bachelor or Associates degree preferred\nAbility to work flexible hours, including evenings and holidays as required to support business initiatives\nProven people management experience, with the ability to coach, mentor and motivate.\nExperience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner\nQualifications:\nAbility to establish and maintain effective working relationships with peers, customers and management\nEffective customer service strategies with excellent customer service and organizational skills\nPhysical Requirements:\nMust be able to sit and/or stand for long periods of time.\nAbility to lift 15 lbs.\nBenefits:\nBenefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available.\nWe strive to demonstrate our Core Values in all positions at PLS:\nCommunication\nCustomer Focus\nIntegrity and Trust\nTeamwork\nResults\nPLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. PLS Financial Services is a drug-free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team at talentacquisition @PLS247.com to make arrangements. The decision on granting reasonable accommodation will be made on a case-by-case basis.\nFor jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment. \nIllinois Pay Band\n$54,000—$54,000 USD","description_format":"text","description_chars":6444,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Loans & Pawnshops","Money Transfer & Remittances"],"lifecycle":[{"event":"open","at":"2026-10-05T22:05:33Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 4 · green card filings: 1","filings_12m":4,"filings_prev_12m":5,"green_card_filings_12m":1,"median_offered_wage_usd":120500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":14,"expected_fill_days":62,"reasons":["conf:2","stale_co","win:early","comp:junior,brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":54000,"is_top_pay":true},"html_url":"https://alion.io/job/pls-financial-services-customer-care-supervisor","json_url":"https://alion.io/job/pls-financial-services-customer-care-supervisor.json","meta":{"generated_at":"2026-10-21T02:04:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3147,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":684458},"rest":"https://alion.io/mcp/rest/get_company?id=684458"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpls-financial-services-customer-care-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpls-financial-services-customer-care-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpls-financial-services-customer-care-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pls-financial-services-customer-care-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpls-financial-services-customer-care-supervisor"}]}