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Supervisor Customer Care

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Position Description:

Supervises   internal Call Center inbound and outbound customer telephone activities and   functions including, but not limited to Customer Success Specialist (CSS)   staff performing telephone service support for inbound customer calls and   outbound telemarketing campaigns.  Responsible to ensure reporting CSS staff   meets and maintains inbound service call performance standards for both   productivity and quality; and that overall telephone key performance measures   (KPIs) are attained and maintained. Tracks and reports CSS staff performance   and measures success against forecasted and planned results. Creates and   fosters a customer service culture that embraces the organization’s customer   service principles and achieves optimum staff performance through the   delivery of exceptional and best in class service that exceeds customer   expectations.  

Manages staff and   carries out supervisory responsibilities in accordance with the   organization's policies, practices and applicable laws. Responsibilities   include interviewing, hiring, and training employees; planning, assigning,   and directing work; appraising performance; rewarding and disciplining   employees; addressing complaints and resolving problems.


Position Requirements:

Must be able to work any shift between 8am - 10pm Mon-Fri.

  •   Must be able to work occasional Saturdays from 9am -6pm   (a comp day will be given during the week prior to working Saturday)
  •   Responsible for Customer Success Specialist (CSS) staff   selection including interviewing prospective staff and making hiring   decisions
  •   Onboards and trains new and existing staff.
  •   Supervises a staff of 12 to 15 Inbound/Outbound Call   Center CSS team members.
  •   Possesses the knowledge of and has mastered all facets   of the job duties of the CSS positions.
  •   Has the customer service skill knowledge to effectively   handle escalated customer calls
  •   Insures reporting staff meets and maintains individual   performance standards for productivity and quality
  •   Maintains an in-depth working knowledge of   ICBM:   
    • Accessing and   creating different workgroup views
    • Managing CSS statuses   and time in those statuses
    • Working knowledge   of dialer functionality
    • Understands   workgroups and skills
    • Proficient at   call routing and how to make basics changes in Interaction Admin
    • Able to run agent   activity reports in ICBM and other productivity reports within ICBM
    • Stays up-to-date   on HR policy and practices and is able to properly handle disciplinary   actions, when and if necessary within all HR guidelines
    • Oversees and   approves CSS schedules and PTO requests in UltiPro

 Conducts   reporting staff performance reviews, formally two times per year, and monthly   for individual CSS performance feedback.

  •   Monitors reporting staff call quality through scheduled   call recording review and side by side sessions with reporting staff.