Customer Service Supervisor GreatCall
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy . We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5star Urgent Response, The Responder, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Walmart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
The Customer Service team is dedicated to delivering a superior service experience and enhanced product value to each of our customers on a daily basis. The team offers 24/7 services assistance on a wide range of issues from general billing, product and service sales, and specialized service support. In alignment with our company?s core values, we strive to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, promoting controlled growth, and identifying cost saving measures.
About the Job
As Customer Service Supervisor, your primary responsibility will be to coach and supervise a staff of 10 ? 12 non-exempt employees to assure monthly and quarterly performance metrics are met. Your ability to coach to behaviors and optimize productivity and efficiency through processes and personnel management will be the key to your success. You will manage your team during fluctuating daily call volumes, service and billing support issues, new product and service sales initiatives, customer complaints and retention and project support. Working with Management, Training and Quality Assurance, your insights and recommendations will serve an important role in the refinement and implementation of performance and process improvement initiatives. An ideal candidate will demonstrate effective leadership by coaching, motivating and developing team members, managing and measuring work to assure team performance, providing direct feedback and coaching, and effectively working with management to define and implement work processes.
Coach each agent at least twice a week to specific key practical behaviors which have been outlined by leadership
Document each coaching interaction
Provide weekly performance feedback to Managers and Director of Team Performance
Disseminate daily call back trackers to agents
Review and provide feedback of retention calls to internal audit team
Listen to each agent remotely every other week to meet Quality Assurance goals
Listen to each agent side by side every other week to meet Quality Assurance goals
Meet minimum requirement of 4 hours of Inbound phone time as a Customer Service Agent each month
Track Agent Attendance daily
Set expectations, provide clear direction, and assign tasks to Direct Reports to assure consistent progress is made toward monthly and quarterly goals
Motivate the team by ensuring contest participation and providing employee recognition
Identify and immediately address adherence and compliance issues to assure operational effectiveness
Assist in the interviewing, selection and training of new Customer Service Representatives
Research and resolve customer escalations and complaints in a cost-effective and timely manner
Lead daily huddles, and bi-weekly formal team meetings to facilitate information, resolve potential conflicts and assure continued success of the team by focusing on demonstration of behaviors
Identify and communicate regularly/as needed to leadership of any trends, issues or impacts resulting in interruptions to workflow
Handle additional project workflow including but not limited to mail dissemination and verification of completeness
Assure adherence to all Company and functional policies as well as standard operating procedures
Demonstrate high standards of professionalism and integrity and serve as an effective leader for employees throughout the organization
Perform other job duties as assigned by leadership and management
Exhibit flexibility and willingness to work nights, weekends and holidays to meet business needs
Education: Associate?s Degree in Business or related field. Five (5) years relevant experience in a customer service department will be considered in lieu of degree.
Minimum of two (2) years of supervisory experience to include managing performance, attendance, projects and/or multiple priorities required.
Minimum of one (1) year of call center experience
Education: Bachelor?s Degree in Business or related field.
Four (4) years of call center, customer service or sales supervisory/management experience.
Three (3) years of experience within wireless or telecommunication industry.
Excellent planning, organizational, and conflict management skills required, as well as, oral and written communication skills.
Advanced knowledge of Microsoft Office applications, including Excel is required.
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
||Carlsbad, CA |