Customer Service Supervisor

Customer Service Supervisor

The Position
This position has primary accountability for 3 main areas of line operations (1) Call escalation handling or coaching for a team of direct reports, (2) establishing and maintaining high product management quality, and (3) establishing & managing high productivity through people management accountability.

Job Responsibilities
• Manages, coaches & develops a team of associates by the utilization of metrics and behavior coaching.
• Accurately responds to call escalation handling & coaching in an effective & timely manner.
• Responsible for maintaining an in-depth knowledge of all company products & services.

• Drives high levels of job performance & behaviors through:
- Owning the performance and development of 15-20 customer service associates through the usage of individual metrics.
- Focusing on individual behaviors that speak to metrics around Quality, Volume, and Cycle Time.

• Accountable for increasing the following monthly quality monitoring targets for individual agents:
- number of quality monitors performed (remote and side-by-side).
- quality of service delivered as measured by the scores achieved via internal measures.
- Monitor real-time schedule adherence and ½ hourly volumes.

• Drives process adherence and coaching behaviors.
• Collaborates with Workforce Management, Quality, and Training to deploy higher level of job performance standards within the department.
• Supports established goals pertaining to associate retention & human resources policies, and high levels of professionalism, collaboration, and creative business solutions.
REQUIREMENTS
• Excellent oral and written communications.
• Strong analytical skills.
• Attention to detail.
• Knowledge demonstration of the following operating systems; Windows, Outlook, MS Office, as well as company web based applications.
• Experience in flexible spending accounts, health savings accounts, and commuter benefits required.
• Must have experience in a team based coaching environment with supervisory responsibility.
• Strong history of individual performance with no disciplinary action for the last 12 months.
• At least 1-2 years of experience in customer service quality monitored environment.