PURPOSE:              

 

• Support customer service representatives and team leaders in groups ranging from 10 to 20 employees to affect ?best in class? customer service. 

 

DUTIES:             

 

• Communicate all Company and departmental goals to CSR?s, develop individual scorecards based on those goals.

 

• Perform the required number of Quality Assurance and side-by-side evaluation and provide coaching on each within a 24 hour period.

 

• Actively participates in daily operation review meetings; and is able to report on call volume, system issues, call handling metrics, QA trends and individual CSR performance

 

• Handles escalation requests from customer service representatives, and provides supervisory support in assisting each with resolving difficult customer service issues.

             

• Supports the interviewing process and is responsible for new hires performance post-training.

 

• Utilizes multiple computer systems to support both the staffs' and customers? needs.

 

• Recommend opportunities for recurring training

 

• Understand each of the key metrics, including expected ABN rate, service levels, handle time, and the method of measurement and the impact to the overall operation.

 

• Communicate with all members of the Customer Service management team to provide information on resources and workload movement.  Demonstrate initiative, adaptability, and decisiveness in regards to this communication.

 

 

• Provide daily analysis of staff coverage via daily Operational Review meetings with the CS management team, as well as analysis of prior day staffing updates, analysis of volume profiles, handle time, and shrinkage trends. 

 

• Participate in discussion and be the driving decision maker to recommend schedule adjustments, assistance from other groups, and the allocations of over/under time.

 

• Analyze trends of performance indicators and take appropriate action to drive future results.

 

• Constantly review processes to recommend improvements

 

• Mentor, coach and develop subordinates to succeed in all call center objectives.

 

• Responsible for new revenue through new order sales and up-selling

 

• Take customer calls when necessary

 

• Perform other supervisory duties as required

 

 

REQUIREMENTS:

 

 

• 5 - 6 years in a service industry with a focus on customer satisfaction
• Three years experience as a Call Center Supervisor
• Two years experience in data and trend analysis
• Demonstrated ability to make effective decisions in a fast paced environment
• Highly organized with the ability to prioritize in a rapidly changing environment.
• Ability to maintain a high degree of confidentiality.
• Advanced experience with standard MS desktop applications, preferring Excel, Word, Outlook, Access, and PowerPoint
• Strong Analytical, math, and reasoning skills
• Ability to manage multiple tasks and aggressive timelines
• Must be able to work independently to meet team objectives
• Strong communication skills, including written, verbal, presentation, and customer service expertise
• Previous management experience with a demonstrated high performance for staff development and accountability.
• Must possess demonstrated ability to manage towards detailed call handling metrics and a high benchmark in Quality Assurance guidelines
• Proven ability to lead toward and achieve specified goals
• Must be able to work week-ends and nights ? this will be a rotating week-end shift; 24/7 environment

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