The Supervisor is:
Responsible for fostering an environment of continuous improvement while developing and inspiring teams to improve performance in a way that consistently creates an excellent customer experience and meets Company and Client guidelines and requirements.
Ensure quality, productivity and Client requirements are met by managing and guiding Agent performance levels, including but not necessarily limited to: - Occupancy, Call Quality, Average Handle Time, Wrap Time, Attendance, Attrition and Schedule Adherence, Up-selling and/or Sales Opportunity Conversion, Resolution Rate.
Investigate and resolve escalated or difficult customer service issues or complaints.
Participate in recruitment, selection and training of Agents to ensure appropriate staffing resources are available to meet service, scheduling and forecasting needs.
Provide coaching and development support to include: o Listening to subpar customer interactions provided by QA group and proving feedback/coaching o Facilitating one-on-one coaching sessions with Agents. o Facilitating discussions on weekly/monthly achievement levels to ensure service and productivity improvement goals are achieved. o Documenting all coaching/development sessions in a timely manner.
Encourage direct reports in career development through assessing and developing strengths and opportunities for growth.
Provide timely communication of company and Client policy updates through team meetings and one-on-one development sessions.
Provide guidance on complex technical issues and difficult customer interactions.
Assist in monitoring and updating training materials, system scripts and help files.
Manage employee issues regarding attendance, performance and conduct, and deliver appropriate corrective action as needed.
Participate in account management and Client relations activities when needed.
Maintain knowledge of current company policies, guidelines and Client requirements.
Maintain confidentiality of work-related information and follow all guidelines to protect sensitive Client and customer information.
Maintain high standards for document storage, workspace organization and care of equipment.
Serve as the backup for customer service support during high volume periods.
Requirements and Qualifications
2+ years of customer service or contact center experience with increasing responsibilities preferred.
Prior experience in coaching, supervision, training or performance measurement.
High School diploma or equivalent, with additional training or coursework preferred.
Outstanding written and verbal English communication skills, to include:
o Ability to clearly articulate goals, guidelines and expectations and assess whether communication has been understood sufficiently to achieve desired results.
o Ability to model consistent use of proper and professional language to include tone, diction, pace, enunciation and avoidance of slang.
o Ability to effectively communicate in writing with accuracy of content, spelling and grammar, and proper use of digital communications etiquette and procedures.
Proficiency with standard office technologies, including MS Word, Excel, PowerPoint, Google Drive, web browsers, email, electronic calendar, instant messaging, information sourcing, etc. Ability to navigate computer software and websites as necessary without third party assistance.
Proficiency in Computer Networking, Troubleshooting Logic and Internet connectivity based upon Client-supported business activity. Experience working with sensitive information.
Availability to work outside of normal business hours as required within a 24/7 environment; specifically looking for evening to midnight coverage.
Occasional travel may be required.
Conduct in accordance with the Mission, Objectives and Customer Directives of the company. Competencies
Highly developed sense of integrity and commitment to customer satisfaction.
Ability to navigate various technology interface platforms for troubleshooting and issue resolution as required.
Ability to research and source information for a wide range of computing issues as required.
Ability to positively influence customer loyalty and satisfaction by demonstrating skill, sensitivity, and professionalism in every interaction.
Demonstrates proficiency with internal information systems including CDOPS, Taske, Oaisys (Tracer), etc. Ability to run reports on routine basis to guide workforce management results and promote Agent learning outcomes.
Demonstrates strong ethics and ability to oversee the day-to-day protection and security of sensitive and protected customer information.
Ability to coach, develop and ensure team members consistently provide warm, friendly impression while responding to customers needs and concerns.
Demonstrates outstanding listening skills and ability to remain calm and professional when responding to customer escalations and employee relations issues.
Demonstrate outstanding organization, attention to detail, accuracy and time management skills.
Ability to consistently achieve monthly and quarterly team performance goals for all key performance indicators and business performance measurements.
Self-starting, able to handle ambiguity and work with minimal direction.
Ability to foster teamwork by demonstrating trust, confidence, and commitment in actions and decisions to create a supportive, respectful, customer-focused work environment.
Knows subordinate roles thoroughly and steps in to provide support as needed.
Takes responsibility for personal behavior and learning, to include cross-training as required.
Must possess strong analytical, mathematical, decision-making and problem-solving skills.
Demonstrates passion for excellence with respect to treating and caring for customers.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their Supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an at-will basis. Requirements are subject to change with modifications affecting both existing and future employees.
Employment is contingent upon pre-employment criminal background screening and drug testing in accordance with the company's substance abuse policy. This policy also covers random drug testing once employment has been accepted.
There is a $20.00 cash deposit required for a pre-employment Drug Screen once all interviews have concluded. Said $20.00 deposit will be reimbursed upon negative test results.