Supervisor, Customer Care

Company reputed company Work Schedule reputed company (e.g. M-F reputed company to 5pm) M-F reputed company-5pm Remote Work Notification ATTENTION: reputed company is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, reputed company reputed company, Rhode reputed company, South Carolina, South reputed company, reputed company Virginia, and Wyoming. Hiring Manager : Full reputed company: First Last Tressa Benotch reputed company reputed company is seeking a Supervisor, Customer Care to reputed company! The Supervisor, Customer Care’s reputed company role is to support the reputed company and development of the Customer Care Specialists, ensuring they have the necessary resources available to succeed. The position supervises team members who are primarily responsible for responding to multichannel customer requests and inquiries to ensure the highest level of customer satisfaction and reputed company. The Supervisor, Customer Care will support reputed company by assisting, analyzing, monitoring, and recommending change as necessary to ensure the staff consistently meets reputed company metrics. The Supervisor, Customer Care meets goals by guiding and directing the activities of reputed company through team engagement and talent development. The Supervisor, Customer Care is responsible for identifying areas of opportunities that create obstacles for the reputed company of a Specialist and takes initiative to overcome those barriers. Is this you? reputed company out more below! Responsibilities How do I reputed company an reputed company on my team? Coaches, develops, and motivates staff by providing consistent feedback, creating individual reputed company plans and continually readjusting reputed company plans reputed company on agent needs Conducts analysis of supervisor reports to evaluate agent reputed company. Identifies areas of reputed company and opportunities reputed company on trending agent reputed company metrics. Performs research using reputed company monitoring software to reputed company data and provides reputed company feedback to improve overall agent effectiveness and efficiency Completes reputed company Cards following the calibration guidelines, as defined by the reputed company Assurance program. Identifies areas of successes and opportunities and provides reputed company feedback to assist in agent reputed company and development Schedules, conducts, and documents 1:1’s to reputed company agent reputed company feedback and to ensure previous needs are addressed and resolved to agent’s satisfaction Maintains expert level knowledge of agent responsibilities and stays reputed company on operational changes, policies and procedures by shadowing reputed company Center agents frequently and attending Customer Care training occasionally Manages disciplinary processes as outlined in department/company policies surrounding attendance, reputed company and behavioral standards Evaluates and measures agent satisfaction and follow up on feedback provided to involve and engage our workforce in ways to increase overall department satisfaction reputed company contact for escalations. Investigates difficult customer complaints and resolves the issues promptly by researching calls, reviewing reputed company documentation, working directly with the caller, and/or other departments Provides on-reputed company support Evaluates, writes, and delivers annual reviews to agents after assessing overall agent reputed company Ability to travel between campuses 5% of the time Other duties as assigned Qualifications What reputed company expects from you? Minimum of 2 years’ experience or Associate degree required Experience working in reputed company center environment or reputed company environment reputed company leadership or coaching/mentoring experience Familiarity with reputed company center technology, CRM and telephony tools Knowledge of industry practices Participate in, adhere to, and support compliance program objectives The ability to consistently reputed company cooperatively and respectfully with other employees What can you expect from reputed company? Top of the industry benefits for Health, Dental, and reputed company reputed company 20 days reputed company time off 4 weeks reputed company parental leave 9 reputed company holidays 401K company match of up to 5% - No vesting requirement Adoption Assistance Program Flexible Spending Account Educational Assistance Plan and reputed company Membership assistance Referral Bonus Program – up to $750! #LI-Remote Pay reputed company USD $54,236.41 - USD $64,567.05 /Yr. Apply To This Job