Supervisor, Customer Care Resume Samples
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Supervisor, Customer Care Resume Samples
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OP
O Prosacco
Orin
Prosacco
535 Batz Streets
Houston
TX
+1 (555) 950 7782
535 Batz Streets
Houston
TX
Phone
p
+1 (555) 950 7782
Experience
Experience
Chicago, IL
Supervisor Customer Care
Chicago, IL
Lockman-Haag
Chicago, IL
Supervisor Customer Care
- Play a key role in leading and owning Customer Care Team or Flow Solutions Group (FSG) Key Initiatives, assignments, and projects to support the organizations’ goals and strategies
- Recommends and implements changes to improve departmental operations through established change control and governance processes; key player in development of new departmental practices and policies including the communication and successful implementation of changes
- 25%-Identify and address training and performance opportunities to improve position and department performance
- 25%-Recruit, hire, train and manage customer service representatives in completing their tasks and meeting goals established by leadership team
- Identifies department efficiencies by reviewing current departmental practices and procedures through partnership with peers and co-workers
- Resolves and investigates potential volatile situations to resolve in a manner that balances customer satisfaction with MGI policies and regulations
- Keeps up-to-date on wire transfer and money order procedures through refresher training, study of knowledge base, as well as handling customer phone calls
New York, NY
Supervisor, Customer Care
New York, NY
Wilderman Inc
New York, NY
Supervisor, Customer Care
- Assist in the updates of new or existing work instructions and SOPs. Identify, recommend, create, and implement improved documents
- Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching
- Assist the Manager with operational strategy, process control, staff selection and management reporting
- Assist in identifying performance and training issues using performance measurement tools such as call monitoring, random complaint and support ticket review
- Provide timely feedback through ongoing coaching and development utilizing established coaching and feedback standards within Customer Care
- May collaborate with other departments to create programs aimed to improve performance
- Manage and assist employees with work related problems or situations
present
Detroit, MI
Supervisor, Customer Care-retention
Detroit, MI
Rodriguez, Hauck and Christiansen
present
Detroit, MI
Supervisor, Customer Care-retention
present
- Conducts real-time phone monitoring and coaching. Provides immediate feedback to agents, which are focused on retaining customer who request to disconnect or downgrade services, to enhance quality and improve performance
- Communicates and manages expectations for quality and accuracy of work
- Develops and leads an effective team that improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services
- Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified agents through optimum selection, coaching, training and development, appraisal and motivation techniques
- Works in partnership with other business leaders to support employee career progression programs
- Conducts team meetings to deliver key communications, build team dynamics, and provide employee recognition
- Consistent exercise of independent judgment and discretion in matters of significance
Education
Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
University of Georgia
Bachelor’s Degree in Business
Skills
Skills
- Strong organizational skills; attention to detail
- Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
- Proficient knowledge of systems utilized in Care
- Detail oriented with strong analytical skills
- Encourages and enables compliance with practices and methods of working while proactively seeking to improve good service skills and service-minded attitude
- Attention to detail, good follow-up skills
- Strong knowledge of Word, Excel, Outlook and the Internet Explorer
- Ability to communicate at all levels and manage a team
- Excellent interpersonal communication skills
- Excellent customer service skills
15 Supervisor, Customer Care resume templates
Read our complete resume writing guides
1
Supervisor, Customer Care Resume Examples & Samples
- Support the division in launching new services through training, implementing, and introducing new technologies such as the Road Runner high speed data access and the Digital services
- Effectively communicate customer feedback to others within the organization
- Create and maintain appropriate Call Center Associate performance standards; and maintain effective evaluation processes to ensure Call Center Associate performance objectives are met
- Train, mentor, motivate, and critique performance of direct reports (14-17 Call Center Associates) through constructive feedback
- Support career development for each Call Center Associate through our Certification and Grade Level Progression
- Reward and recognize associate positive performance. Create and maintain a culture focused on optimizing customer value
- Ensure customer loyalty and hold long term relationships by creating and nurturing a positive company image
- Interact collaboratively with all departments to ensure excellence in delivering services and products to achieve extraordinary Customer satisfaction
- Work with Call Center Management team to accurately forecast and determine appropriate staffing and agent scheduling
- Resolve escalated customer service calls
- Coordinate in and participate in community activities
- Associate's degree or equivalent experience and training in related area required
- Minimum of 1 year in leadership role and/or previous supervisory experience plus 2 years call center experience required
- Must be able to demonstrate good planning, organizing, coordinating and directing/leading skills
- Must posses good organizing and communication skills
- Must be able to effectively interact with associates on all levels with the organization
- Must be highly skilled in conflict resolution
- Proven track record in understanding customer concerns and resolution
- Intermediate to advanced PC and ACD system experience
- Must be flexible and willing to be on call 24 hrs a day as needed
2
Supervisor, Customer Care Resume Examples & Samples
- Supervise, interview, select, schedule, train, motivate, evaluate and discipline assigned group of Customer Care Inbound Sales Representatives. Prepare and conduct annual reviews
- Assist in answering and responding to the overflow of telephone calls to the Customer Care Inbound Sales department and research, resolve and respond to difficult customer inquiries, as well as assist agents on the floor as needed
- Review telephone and sales activity and other reports to ensure validity and bubble up reporting errors. After reviewing reports develop objectives related to increasing the skill levels and enhance performance of Customer Care Representatives and to improve the productivity and customer service levels of the department
- Monitor the Customer Care Representative's telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
- Train, coach, monitor, and reward Customer Care Representatives on various Division marketing campaigns to achieve projected sales and other goals
- Create departmental correspondence and reports for both internal and external dissemination
- Evaluate real time and historical activity
- 3-5 years sales experience is required
- 1-2 years supervisory experience in a high-volume call center strongly preferred
- Demonstrated ability to effectively communicate in both written and oral form
3
Supervisor, Customer Care Resume Examples & Samples
- Assists in answering and responding to the overflow of telephone calls to the Customer Care department and researches, resolves and responds to difficult customer inquiries
- Reviews telephone and sales activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department
- Monitors the Customer Care Representative's telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
4
Supervisor, Customer Care Resume Examples & Samples
- 1 plus years supervisory experience in a high-volume call center is requisite required
- Telecommunication experience preferred
- Excellent communication skills, written and oral, including the ability to interact with all levels of management, staff and the public required
- Candidate must possess strong leadership qualities including the ability to effectively motivate employees
- Regularly required to talk and hear while communicating face-to-face, by telephone and via written correspondence
- Required to use close vision to read and be able to focus
5
Supervisor, Customer Care Resume Examples & Samples
- Develop processes and training programs that will proactively improve call handling, increase first call resolution rate, decrease or eliminate controllable calls and recognize cost reduction potential
- Review and analyze statistical reports to manage teams productivity
- Ensure team is adhering to schedule so as to meet and exceed service level objectives
- Conduct quality control phone call monitoring to evaluate TSS performance, identify strengths and weaknesses and ensure that a high quality of work is being performed
- Support and encourage all company policies with disciplinary actions as required
- Develop reward and recognition programs to motivate team
- Perform other duties as assigned by management. Preferred Qualifications
- Flexibility to work full time shifts that include evenings and/or weekends
- Excellent reading, writing and telephone skills are required
- Ability to read, write and interpret general business correspondence and procedures manuals
- Will frequently work at a desk and use a computer for extended lengths of time
- Must be able to talk and hear within normal ranges and possess the ability to reach, handle/feel
- Leadership/management skills desired
- Strong Sales and marketing background desirable
- Minimum of 4+ years experience focusing on communications with internal and external customers
- Must have recent Supervisory or “lead” experience (within the last 12 months) in a contact center environment providing leadership for 15 or more employees
- Certificate or graduation from a technology based institution focusing on computer systems, electronics and/or IP technologies preferred
- Experience with customer relations, communications and sales skills. Must be patient, flexible, dependable, and have an outstanding attendance record. Current employees are eligible to apply provided they meet the qualifications of this posting, have maintained standards in all areas of responsibilities for the previous six months and have been in their present position for six months. Under certain circumstances, exceptions to this policy will be allowed. This position requires attendance at work of at least 97% of the scheduled work time and excellent punctuality at work and meetings
6
Supervisor, Customer Care Resume Examples & Samples
- High school diploma or equivalent experience required
- Required to use hand to type on a computer keyboard, handle objects and paperwork
- Frequently required to sit, stand and bend at the knee and waist and walk
7
Supervisor, Customer Care Resume Examples & Samples
- Conduct quality control phone call monitoring to evaluate Customer Service Representatives’ performance
- Continual monitoring of goals/thresholds and teams activities to assure compliance with department standards
- Review and analyze statistical reports to manage team’s productivity
- Ensure team is adhering to schedule so as to meet service level objectives
- Ensures (KRONOS) payroll system is properly accounted for and accurately updated for team
- High school diploma/GED or 5 years of directly related experience required
- Must have a minimum of 3 years customer service experience
- Must have previous supervisory experience
- Experience with customer relations, communications, and sales skills required
- Application and knowledge of MS Word and Excel required
- Must be able to motivate, teach, and manage team in a fast paced environment to meet company goals
- Must have a flexible working availability to include working nights, weekends and holidays
- Bilingual Spanish/English is a plus
8
Supervisor, Customer Care Sales Resume Examples & Samples
- Leads and monitors activities of Inbound Sales Representatives to ensure effective performance
- Provides motivation to Representatives through individual contact, goal setting, periodic meetings, and recommendation of incentive plans
- Ensures that established goals and quotas for the department are reached and motivates department to meet these goals
- Trains staff on products and services (through formal training and one-on-one coaching/ mentoring) by focusing on the sales process to ensure maximum lead generation and high closure rates for new business
- Assures adherence to budgets, schedules, work plans, and performance requirements
- Develops personal performance plans with Inbound Sales Representatives and provides on-going sales coaching, performance feedback, and quarterly performance plan reviews
- Conducts real-time phone monitoring and coaching to Inbound Sales Representatives in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
9
Supervisor, Customer Care Resume Examples & Samples
- Responsible for customer service and sales associate training, coaching, development, and motivation in achieving goals as well as documenting progress in performance objectives
- Responsible for achieving team sales, productivity and quality metrics as well as other key performance measures to meet department and company objectives
- Develop a high performance team of inbound service and sales associates
- Work with Human Resources to recruit, hire, interview and select service and sales associates as needed
- Provide the training, motivation and coaching to meet and exceed all performance goals assigned
- Ensure service and sales team is adequately trained in product knowledge, sales, service techniques
- Ensure consistency in tracking and administering service and sales associate performance including attendance, punctuality, hiring practices, performance improvement plans
- High School Diploma or (GED) equivalent required. Bachelor’s Degree preferred
- Two years of sales or call center environment required
- Coaching and leading call agents preferred
- Demonstrated ability to achieve above average sales preferred
- Excellent communication and analytical skills required
- Previous experience in residential cable television service or sales, High speed Data service or sales, sales/service experience in the telecommunications industry preferred
10
Supervisor, Customer Care Resume Examples & Samples
- Supervises, coaches, counsels, and monitors Product Services, Account Services, and/or Customer Service and Sales Representatives in a manner consistent with Time Warner Cable policies, procedures, quality standards, customer needs and applicable local, state and federal regulations
- Provides guidance to ensure effective use of sales and communication skills, and scripts
- Ensures consistency of information
- Adheres to the processing, retention, and compliance of Time Warner Cable’s departmental administrative forms and records as prescribed
- Provides reports analyzing activity and statistical data, supervises the department to ensure customer service and sales goals are met, and provides results to management
- Provides various reports using the CSG billing system
- Works with Call Center management team to establish goals
- Monitors Call Center tracking systems to ensure adherence to schedules and call management
- Uses Kronos system to manage payroll for customer service team
- Interfaces closely with marketing on campaigns, incentives, goals, and special projects
- Works with construction, audit and installation on various customer related issues
- Works with the Customer Service Manager and system trainers to ensure that employees are given the necessary resources and training in order to perform their jobs effectively
- Monitors performance to ensure quality standards and objectives
- Resolves complaints concerning billing or service rendered, referring complaints of service failures to designated department for investigation
- Maintains team availability data in Workforce Management system
- May be responsible for operations and administrative functions, as required at the system level
- Assists with special projects as needed
- May cover for Customer Service Manager
- This position supervises employees of the Customer Service department
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Associate's degree in Business, communications or related field from two-year college preferred; or equivalent combination of education and experience
- Three to five years previous experience in a fast-paced high volume call center preferred
- Previous experience supervising, coaching and developing staff preferred
- Knowledge of ICOMS and phone systems a plus
11
Supervisor, Customer Care Resume Examples & Samples
- Supervise and monitor Help Desk
- Implementation of training programs of customer support staff including ongoing training program as part of a continuous improvement plan
- Review and analyze customer and operational data to drive insights into actions for the business
- Handle department scheduling to ensure maximum coverage of department functions. Organize and delegate tasks within the department
- Supervise and ensure the highest levels of customer satisfaction and manage the annual customer satisfaction survey
- Lead by example, to keep team motivated, increasing and maintaining a high level of job performance
- Assist in identifying performance and training issues using performance measurement tools such as call monitoring, random complaint and support ticket review
- Ensure sufficient customer satisfaction by monitoring statistics and team levels. Will work with other supervisors to make recommendations on schedules for breaks and lunches and longer term (3 months) team planning
- Handle and resolve difficult internal and external problem calls. Coaching staff to better handle these types of calls
- Assists in training and monitoring procedures for support staff
- Will ensure delegation for quick resolution or dispatch to customer site as needed
- Develop job aids and standard operating procedures to optimize customer satisfaction
- Serve as Site Security Officer and perform all duties required for this role
12
Supervisor, Customer Care Resume Examples & Samples
- Works with the Customer Care Manager to set team goals, formulate plans to achieve, and track results
- Leads, motivates, coaches and supervises the Customer Care Team
- Fosters teamwork and builds a safe environment which encourages and establishes trust
- Oversees daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits) business operations
- Plans, prioritizes and directs work flow and project assignments
- Monitors efficiency and productivity to ensure the following service standards and key performance indexes (KPIs) are met
- Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit; including, providing recommendations, coaching and implementing solutions to improve results. Administers performance management where necessary
- Handles escalated customer issues either through direct personal action or referral to the respective individuals/departments
- Identifies process gaps and issue, recommends process improvements and system enhancements for enhanced efficiency and productivity
- Demonstrates the ability to recognize sales opportunities, coach and develop the team to be commercially aware when handling customer calls
- Be an effective Change Agent, who leads by example
- Be a trusted partner and advisor to other functions (i.e. Sales, Marketing, Accounting, etc.) and builds strong relationships with the functional leaders
- Be an ambassador for creating positive customer experiences. Make joint visits with sales/marketing team as and when necessary to solicit feedback (voice of customers) and grow business relationships together
- Develops direct reports’ skills, monitors and evaluates performance and provides feedback
- Ensures compliance to company policies and procedures (References SOPs and approval processes) accurately and a good record of documentation maintained for audit purposes
- Assist in any other tasks or projects assigned appropriately by the Customer Care Manager
- A Diploma or Bachelor’s Degree in Science/Business/Supply Chain disciplines
- 3 - 5 years of Customer Care experiences, with at least 2 years of progressive team-leading experience
- Must be able to work in a fast paced environment handling multiple demands
- Demonstrates good judgment, tact and diplomacy in dealing with internal and external customers as well as the ability to handle confidential and/or proprietary information
- Knowledge of Oracle Enterprise One (E1) or SAP will be an added advantage
- IND-APAC
13
Supervisor, Customer Care Resume Examples & Samples
- Provide leadership / assistance to lead agents directly supporting our CARE agents and customers resolve escalated issues
- Develop processes and training programs that will proactively improve call handling, increase first call resolution rate and promote self-help options to recognize cost reduction potential
- Monitor productivity reporting and take appropriate action to ensure positive productivity results
- Conduct quality control phone call monitoring to evaluate performance, identify strengths / weaknesses and ensure that a high quality of work is being performed
- Support and encourage all company policies with corrective action as required
- Bachelor’s Degree or equivalent work experience
- Minimum of 4 years’ experience focusing on communications with internal and external customers
- Must have recent Supervisory or “lead” experience in a contact center environment providing leadership for 15 or more employees
- Experience with customer relations, communications. Must be patient, flexible, dependable, and have an outstanding attendance record
14
Supervisor, Customer Care Resume Examples & Samples
- Supervise daily call center operational functions and responsibilities of representatives to ensure service delivery metrics are met
- Rotate coverage for evening hours and holidays with peer Supervisory staff to ensure coverage for all hours of operation between 8AM and 8PM
- Analyze incoming workload and create accurate forecast for staffing and scheduling requirements
- Create staffing schedules and monitor adherence, reconcile payroll, and coordinate time off the call floor for training, vacation, and project work
- Recruit and develop representatives by ensuring appropriate training is provided for their role/s, designing SMART goals, closely monitoring development and assessing skill and knowledge level, conducting performance reviews, and effectively designing plans for development
- Monitor calls to observe employee performance as it applies to service delivery, technical accuracy, and conformity to company and departmental policies
- Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals
- Provide timely feedback through ongoing coaching and development utilizing established coaching and feedback standards within Customer Care
- Assess performance of representatives to ensure appropriate information is released to the customer in an accurate, consistent manner that complies with FDA regulations, U.S. REMS SOPs, and technical and service delivery standards
- Serve as Subject Matter Expert for REMS processes supported by Customer Care and service standards established for Customer Care
- Maintain complete knowledge of all tasks in order to ensure accuracy and efficiency in performance
- Maintain correspondence with external partners including Drug Safety, Medical Information, Order Management, Quality Systems, Commercial Team, HR, and other departments regarding Customer Care issues as needed
- Assist with escalated issues in accordance with documented policies and procedures
- Assist in the updates of new or existing work instructions and SOPs. Identify, recommend, create, and implement improved documents
- Compile data and assist with the preparation of routine departmental reports
- Provide communication and follow up to ensure representatives are fully informed of all new information related to procedures, customer needs, company related issues, changes or actions
- Maintain harmony among staff and resolve grievances
- Additional projects or responsibilities as assigned
- Team-Building and People Management Skills
- Experience with FDA REMS programs a plus
- Proficient in MS Word, PowerPoint, Excel
15
Supervisor Customer Care Operations Resume Examples & Samples
- Resolves intermediate to complex questions or problems that reflect substantial variety and detail. Serves as a resource for lower level representatives
- Coordinates the day-to-day activities of Customer Service Representatives receiving incoming telephone calls. Intercedes on incoming telephone calls with difficulty customers and/or requiring in-depth knowledge of the organization’s products/services
- Serves as first escalation point for problem resolution. Anticipates customer needs and proactively identifies solutions. Seeks guidance from managerial staff only for the most complex and critical or escalated questions or problems
- Provides technical guidance on more complex issues; plans, prioritizes, organizes and completes work to meet established objectives
- Monitors trends and notifies manager of re-occurring or high priority issues. Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Answers questions and recommends corrective services to address customer complaints
- Supervises daily call monitoring to provide feedback and coaching of team members according to quality standards. Supervises operations of all Customer Care Representatives for scheduled shift, reporting necessary issues or concerns
- Maintains records of customer interactions, records details, complaints, comments, and action taken. Contacts customers to respond to inquiries or to notify them of investigation results and planned adjustments
- Continues to look for ways to improve current process with enhancements and ideas. Identifies areas where additional development is required and makes recommendations to management on how to achieve necessary results
- High School Diploma or GED and at least 3 years of experience in a contact center OR a Bachelor’s Degree and at least 1 years of experience in a contact center
- Experience in identifying operational issues and recommending and implementing strategies to resolve problems
- Experience building and maintaining relationships within a team
- Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates
- Basic email skills, internet explorer (sending, receiving, and organizing communications)
- Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions)
- Pharmacy Technician Certification granted by the state in which practice is conducted (Only Needed for Clinical Call Centers)
- At least 1 year of experience in indirect management of team members, including assisting in the development, training and assignment of work/projects to other team members
16
Supervisor, Customer Care Resume Examples & Samples
- Partners with Customer Care Manager in overseeing the training and development activities for the Customer CARE Representatives in responding to customer inquiries, requests and issues
- Partners with Customer Care Manager in overseeing all associate relations functions for the Customer Support Representative such as hiring, terminating and performance management
- Partners with Customer Care Manager in monitoring the overall performance of staff members to ensure compliance with policies, practices and approved customer service processes
- Partners with Quality performance Team in support of Quality Monitoring Performance initiatives
- Responds to customer inquiries, requests and issues when situations get escalated to a higher level of authority other than the Customer Support Representative level
- Partners with Customer Care Manager and Work Force Management Team to implement and manage the documentation, monitoring and evaluation of all customer service performance measures, including phone system reports, critical success measures, end of month reports, duties and responsibilities
- Tracks and measures individual and team productivity and quality results for staffing forecasts. Identifies coaching opportunities and works with individual associates to drive improvements in overall service levels, transactional efficiencies, and cost management as well as increased understanding of workforce management methodology and related policies
- Reviews daily reporting of hours through the Kronos & Workday time-keeping system(s)
- Partners with Customer Care Manager to facilitate department meetings and in-service training
- Actively participates in performance management and succession planning activities to enhance associate performance and development; sets expectations for high performing work teams; manages pay recommendations and encourages personal and professional career development
- Proficient knowledge of systems utilized in Care
17
Supervisor, Customer Care-retention Resume Examples & Samples
- Conducts real-time phone monitoring and coaching. Provides immediate feedback to agents, which are focused on retaining customer who request to disconnect or downgrade services, to enhance quality and improve performance
- Develops personal performance plans with agents that are focused on retaining customers who request to disconnect or downgrade services. Provides on-going performance feedback and quarterly performance plan reviews. Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service
- Communicates and manages expectations for quality and accuracy of work
- Maintains an environment that supports ethical business transactions. Ensures team members have a clear understanding of performance and behavior criteria and how it impacts site performance and the overall customer experience
- Develops and leads an effective team that improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services
- Partners with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role
- Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified agents through optimum selection, coaching, training and development, appraisal and motivation techniques
- Conducts team meetings to deliver key communications, build team dynamics, and provide employee recognition
- Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment
18
Supervisor, Customer Care Technical Resume Examples & Samples
- Supervisors are expected to reinforce all training initiatives and serve as a point of contact to funnel new information as required
- Working knowledge of Windows XP, Windows Vista and Windows 7 operating systems
- Familiarity with Macintosh operating systems
- Ability to work a flexible schedule, including nights and weekends
19
Supervisor Customer Care Resume Examples & Samples
- 50%-Leads a team of associates in executing strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
- 25%-Recruit, hire, train and manage customer service representatives in completing their tasks and meeting goals established by leadership team
- 25%-Identify and address training and performance opportunities to improve position and department performance
- 2 years of experience in Call Centers
20
Supervisor, Customer Care Resume Examples & Samples
- Provides routine staff supervision activities regarding staffing, disciplinary actions and performance appraisals. Interviews and screens applicants for positions within the department
- Manage the department's customer/support services quality improvement programs to ensure member and provider satisfaction
- Identifies training needs for the Customer Service Unit in developing specific training programs for the Service Center
- Responsible for the training and development of lower level staff and maintaining a teamwork environment
- Manage the complaint and grievance process
21
Supervisor, Customer Care-proprietary Brands Resume Examples & Samples
- Daily - take escalations from customers as needed. Follow up with business leaders, as required to resolve outstanding tickets
- 20% Weekly - attend the Operations Leadership Meeting and on a monthly basis, bring relevant topics to discuss and vet. Follow up with DMs and District Services Managers and assist associates with escalations
- 25% Spend time on the floor coaching Associates by observing calls and associate activities while on the call and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions, abandoned calls are managed to the weekly/monthly metrics
- 15% Weekly: Prepare for One on One's with Associates and Manager. At each session, the following should be covered: Quality Audits, open and resolved tickets. For all missed points, provide a specific response, which would have more quickly resolved the customer's concerns. One on One with Manager: Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates. Monthly: Track the quality audits and VOC for each associate on Team
- Must be legally permitted to work in the United States
- 1 year of experience supervising teams
- Experience working in collaborative cross functional team
- Attention to detail, good follow-up skills
22
Supervisor, Customer Care Resume Examples & Samples
- Quick-learner with excellent problem-solving skills, an ability to manage multiple priorities within a fast paced environment and a commitment to high standards and customer focus
- Boundary less thinking and experience working with and influencing cross-functional teams and departments
- Delegates customer service department procedures
- Acts as a liaison between customers, operations, sales, field service and order processing to resolve status, production, delivery and billing inquiries
- Ensure continued improvement on quality metrics and that the team meets agreed performance levels
- May provide quality analysis and reporting to aid leadership in understanding performance drivers and critical issues affecting service delivery
- May collaborate with other departments to create programs aimed to improve performance
- Handle escalations that cannot be resolved by agents
- Resolve complaints and order issues
- Ask customers to provide feedback on agents and customer service experience
- Keep abreast of new company products and services
- Analyze data and statistics
- Compile and print reports on overall customer satisfaction
- Isolate and identify areas of improvement
- Train agents on how to adequately address problem over the phone or how to write correspondence
- Work with management on customer service initiatives
- Minimum 3 years of experience in a Lead/Supervisory support role
- Strong, high volume customer service skills
- Some Management skills
- Should have extensive working knowledge of their subject matter
- Detail oriented with strong analytical skills
- Ability to communicate at all levels and manage a team
- Ability to work independently on multiple activities, showing appropriate prioritization and escalation skills for themselves and team
- Encourages and enables compliance with practices and methods of working while proactively seeking to improve good service skills and service-minded attitude
- Previous experience in accounting or financial services is helpful
- Fluent English mandatory
23
Supervisor, Customer Care Resume Examples & Samples
- 20% Weekly - analyze minimum of 2 resolutions for each direct report. Review potential resolutions with the associate metrics WTD, MTD and QTD to include the following: Quality audit, number of Open vs. Resolved calls, Attendance, ways to reduce concessions
- 10% Other projects and Tasks as assigned by Management
- Call Center Experience
- Vendor Management
- Negotiating skills
- Conflict management skills
- Supervisory/management skills
24
Supervisor Customer Care Resume Examples & Samples
- Two years’ recent experience in a health care setting
- Lead/Supervisor experience
- Knowledge of call center principles and operations
- Thorough understanding of managed care principles, models, and reimbursement methodologies
- Familiarity with DMHC regulations
- Computer literate, to include experience with electronic mail, word processing, spreadsheets, and database programs
- Solid understanding of English grammar, vocabulary and punctuation
- Able to follow strict timelines and manage multiple tasks concurrently
- Must be flexible
- Able to work independently and as a member of a cohesive, results-oriented team
- Ability to execute tasks with minimal instruction
- Demonstrated ability to supervise, motivate and coach staff
- High level of integrity; ability to maintain confidentiality
- Coursework in medical terminology and/or medical billing
- Must be able to lift 5 – 20 pounds, primarily paper reports and filing
25
Supervisor, Customer Care Resume Examples & Samples
- Under the direction of the assigned manager, the Customer Service Supervisor is responsible for the supervision performance of Customer Service Representatives (CSRs) in all activities, including those which contribute to the acquisition, satisfaction and retention of customers
- Recruits, interviews and recommends for hire customer service representative candidates
- Analyzes and monitors daily telephone activity to ensure compliance with performance standards
- Plans and organizes work flow
- Establishes and communicates goals that result in excellent customer satisfaction and achieving business objectives
- Trains, evaluates and counsels employees to help improve performance and productivity in customer service. Responsible for CSRs meeting customer service standards
- Assists in the handling of assigned administrative responsibilities
- Assists in determining the resolution of all customer situations
- Operates computer and other office equipment as required
- Demonstrates and ensures compliance with The Customer 1st philosophy
- Other functions that may be assigned
- Bachelors Degree Preferred
- High school diploma or GED equivalent required
- One to two year’s call center experience supporting inbound customers required
- Telephony experience required
- Leadership experience required
- Experience training, evaluating and coaching call agents required
- Ability to communicate effectively with company personnel, customers, business and professional people at all levels
- Ability to maintain records in a well-organized manner
- Knowledge of computer operations
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Supervisor, Customer Care Resume Examples & Samples
- Partners with Customer Care Manager in overseeing the training and development activities for the Customer Care Representatives in responding to customer inquiries, requests and issues
- Partners with Customer Care Manager in overseeing all associate relations functions for the Customer Care Representative such as hiring, terminating and performance management
- Responds to customer inquiries, requests and issues when situations get escalated to a higher level of authority other than the Customer Care Representative level
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Supervisor Customer Care Resume Examples & Samples
- Analyzes performance metrics; conducts, monitors/audits employee phone calls or off-phone work responsibilities to provide necessary coaching and monitoring to ensure individual and team is performing to department performance expectations. This includes performing one on one coaching; team meetings; up-training new procedures and new product offerings; accruals/payroll update tracking, performance appraisals, interview and selection for new hires within all skill areas, as well as conducting disciplinary action and termination
- Provides necessary floor coverage in a 24x7 call center operation to all representatives to ensure supervisor availability and necessary interactions
- Identifies department efficiencies by reviewing current departmental practices and procedures through partnership with peers and co-workers
- Recommends and implements changes to improve departmental operations through established change control and governance processes; key player in development of new departmental practices and policies including the communication and successful implementation of changes
- Receives and handles escalated agent and consumer calls
- Resolves and investigates potential volatile situations to resolve in a manner that balances customer satisfaction with MGI policies and regulations
- Keeps up-to-date on wire transfer and money order procedures through refresher training, study of knowledge base, as well as handling customer phone calls
- Performs other duties and/or special projects as required
- 1-3 years' direct supervisor experience, preferably in a Customer Service contact center, including basic knowledge of human resource policies and procedures
- Strong analytical skills - proficient in compiling stats and evaluating reports
- Ability to train and develop staff members, as well as delivering feedback in a positive manner
- Excellent internal and external customer service skills
- Excellent oral and written communication skills ability to work closely with a wide variety of people and positions in a diplomatic and professional manner
- Ability to manage multiple tasks and work well/effectively under pressure
- Excellent time management skills ability to work a varied schedule to best accommodate business needs
- Proficient in MS office/windows and basic office equipment
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Associate Supervisor, Customer Care Resume Examples & Samples
- Be available and able to assist with inbound call volume as necessitated, including evenings based on business need
- Provide and maintain current knowledge regarding policies, programs, and all issues related to delivering customer centric service
- Provide daily direction and communication to the team and assist with daily operation to include work assignments, staffing, training, coaching and evaluating team members
- Track productivity of assigned team by running specific reports, noting and communicating variances outside of established guidelines, and summarize relevant points, for the Manager
- Work across teams and functions, to ensure consistent understanding of Department Communication, and execution of that action. Provide management with a continual evaluation of the effectiveness of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal partners and external customers
- Assist in providing selected training and orientation to new team members to ensure operational procedures and policies are understood and followed. Schedule additional training as needed for team members
- Monitors calls and processes, to ensure quality and accuracy
- Delegates work when staff members are out of the office, and able to fill in as needed
- Administer staff resource management tools to maximize department performance and ensure service level agreements are met for business unit. Develop schedules based upon service level standards for phone calls, emails and non-phone assignments
- Demonstrate sound judgment and decision making abilities within one’s Grant of Authority
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Supervisor, Customer Care Resume Examples & Samples
- Maintain a high level of customer satisfaction and timely resolution to customer service issues
- Manage and assist employees with work related problems or situations
- Coach and develop Customer Care Agents
- Evaluate calls for customer service quality, interpersonal effectiveness and accuracy of information captured utilizing departmental score card
- Conduct Annual Performance Reviews for assigned team members
- Provide regular feedback to manager on staffing related issues
- Develop staffing schedules for call center operation
- Identify problems and handle difficult employee and client situations
- Serve as a back up on phones as needed
- Assist the Manager with operational strategy, process control, staff selection and management reporting
- Report, track and resolve product and process problems
- Interface between general support staff, management, product management, product development, product implementation, and product support
- Responsible for call center statistical tracking and trending
- Assist with technical writing/approval relative to customer and internal documentation
- Will be required to work evenings and weekends as needed
- Minimum of 3 years experience in a call center environment
- Minimum of 2 years of leadership experience
- Strong knowledge of Word, Excel, Outlook and the Internet Explorer
- Must be able to effectively communicate between customers, staff and management
- Above average interactive, planning, time management and detail skills
- Resolution oriented, takes initiative
- The ability to develop, evaluate and motivate
- The ability to resolve conflicts with customers (residents) and clients (apartment communities)
- Familiarity with RealPage products, other property management software, preferred
- College degree preferred; high school diploma or equivalent required
- Property & Casualty Insurance License preferred
- The position is a mix of tasks including attending meetings, preparing reports, training, supervising staff on the floor and high customer engagement; generally via telephone
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Supervisor, Customer Care Resume Examples & Samples
- Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Service Representatives
- Assists in answering and responding to the overflow of telephone calls to the Customer Service department and researches, resolves and responds to difficult customer inquiries
- Reviews telephone activity reports to develop objectives related to increasing the skill levels of Customer Service Representatives and to improve the productivity and customer service levels of the department
- Monitors the Customer Service Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
- Partner with Human Resources to administer company policies to include performance and attendance as well as recruitment hiring, interviewing and selection
- High school diploma or equivalent experience required. Bachelor degree preferred
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Supervisor Customer Care Resume Examples & Samples
- Responsible for customer service training, coaching, development, and motivation in achieving goals as well as documenting progress in performance objectives
- Responsible for achieving team productivity and quality metrics as well as other key performance measures to meet department and company objectives
- Work with Human Resources to recruit, hire, interview and select service associates as needed
- Ensure service team is adequately trained in product knowledge, and service techniques
- Monitor and report all individual and team performance on a weekly, monthly, quarterly, and annual basis using available tools such as agent/team score card as well as other performance tools
- Communication of changes, product roll outs and key objectives via a variety of methods to ensure associate understanding and implementation
- Resolve all customer related issues including escalations with the focus on superior customer satisfaction
- Work with team to evaluate agent mastery of systems including billing, desk top tools and techniques to maximize agent performance and productivity
- Minimum of two years of customer service experience required; experience in a call center environment preferred
- Previous leadership experience preferred
- Experience coaching and leading call center agents preferred
- Experiences with Microsoft office products, specifically Excel Access, as well as SQL database management preferred
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Supervisor Customer Care Resume Examples & Samples
- Play a key role in leading and owning Customer Care Team or Flow Solutions Group (FSG) Key Initiatives, assignments, and projects to support the organizations’ goals and strategies
- Education: Bachelor Degree in Accounting, Business Administration, Finance and Engineering or any other related fields or experience
- Experience: At least 3 years of people management and leadership experience or proven success in a Team Lead role within the Flow Solutions Group
- At least 3 years of customer or technical service experience
- At least 2 Years job related experience in any of these additional areas
- Subject Matter Expertise
- Training Coordination
- Solid keyboard skills and a strong proficiency for using Windows & MS Office applications is a must
- English Proficiency (Written & Oral) Level should be at least B-2 (Upper Intermediate)
- Must be willing to work on North America shift schedules
- Business Understanding
- Ability to maintain a positive working relationship and building effective teams
- Ability to guide, mentor, motivate and coach team to achieve goals
- Ability to interpret a variety of instructions furnished in written or oral form
- Education: Engineering degree is preferred
- 2 to 4 Years customer service or technical services experience within the Flow/Emerson organization, preferred
- Experience working in multifaceted organization
- Prior experience working with North America customers and colleagues
- Understanding of Flow/Emerson products, tools, systems, and policies
- Knowledge of the operations, related to processes and product
- Competence in usage of Emerson’s business and systems tool
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Supervisor, Customer Care Resume Examples & Samples
- Supervise, interview, select, schedule, train, motivate, evaluate and discipline assigned group of Customer Care Agents. Prepare and conduct annual reviews
- Assist in answering and responding to the overflow of telephone calls to the Customer Care department and research, resolve and respond to difficult customer inquiries, as well as assist agents on the floor as needed
- Review telephone and sales activity and other reports to ensure validity and bubble up reporting errors. After reviewing reports, develop objectives related to increasing the skill levels and performance enhancement of Customer Care Representatives and improving the productivity and customer service levels of the department
- Monitor the Customer Care Representatives’ telephone calls and review quality assurance data/scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
- 3-5 years’ sales experience is required
- 1-2 years’ supervisory experience in a high-volume call center strongly preferred