Job Description

Job Description

POSITION PURPOSE:

The Customer Support Center Supervisor is responsible for supervising, coaching, developing, and motivating a staff of customer service representatives to deliver maximum possible customer satisfaction. They will be responsible to strengthen and expand our customer base and provide superior service perception with present and future customers by addressing 100% of customer comments from multiple types of media (comment cards, letters, phone calls, and internet contacts) in a timely manner. They will be responsible to direct employee interface, as a major part of this position. First level responsibility for at least one business line (subject matter expert).

KEY ACCOUNTABILITIES:

* Supervise, coach, develop, motivate, and lead a team of customer service representatives to achieve optimum performance and comply with all company policies and procedures. Views success in relation to the team's success.
* Serve as first level resource for customer service representatives. Team Supervisors will keep their staff knowledgeable through constant communication of center and company updates and changes. Second to last level of escalation for irate customers and complex customer issues escalated up by CSRs or handed down from upper management.

* Research and follow up on calls that could not be resolved within the pre-established time frame. Sets realistic time deadlines for research, exhausts all available resources to obtain information, evaluates conflicting information, and zeros in on essential information.

* Provide reports and updates to the Managers regarding the team member's individual performance and the team's production results, and devise, present, and carry out improvement plans as needed.

* Keep weekly production data (documentation) on team of employees. Will need to keep track of multiple reports in employee files and stay organized enough to have information at tip of his/her fingers when needed.
* Responsible for enforcement of company policy through corrective action for immediate staff (as needed). Knows company policy inside and out and does not hesitate to address non-compliance. Regularly informs superiors of problems. Communicates with and coaches employees so formal corrective action is rarely needed.
* Attend / Conduct weekly meetings for planning hours, volume, staffing, and cost containment. Takes a participative approach to meetings and helps others with problems beyond his / her control. Attend / Conduct weekly meetings for morale focus groups, shift meetings, positive news. Second level interviewing and final selection of new employees.
* Communicate performance against department goals on a weekly basis. Identifies employee strengths and areas for opportunity. Delivers feedback to employees directly and constructively.

KNOWLEDGE AND EXPERIENCE:

Education Level:

* High School diploma or GED, required
* Bachelor's degree in business or related field, preferred

Experience Level:

* Two (2+) plus years of call center experience, required
* Two (2+) plus years of supervisory experience, required

Skills and Experiences:

* Extensive PC knowledge, specifically in MS Office software applications
* Extensive knowledge of Internet and web browser applications
* Excellent Inter-personal skills
* Excellent Oral and Written communication skills
* Ability to work under pressure in a fast paced environment
* Organizational skills - attention to details
* Flexibility regarding work hours mandatory (24/7 department)

TRAVEL REQUIREMENTS: Less than 10%

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified