DUTIES & RESPONSIBILITIES: Provide supervisory leadership to the Customer Service Department by:Partnering with the manager to execute on the strategic vision for the departmentCollaborating with the manager to conduct interviews and recommend top candidates, as well as focus on the retention of current employees.Supervising and leading in a way to cultivates inclusion and collaboration between customer service teams and the organization.Ensuring representatives are representing CFNA in a positive manner and are complying with all policies, procedures, and regulatory requirements.Supporting team members that have questions on how to handle customer calls, provide suggested language and role-play opportunities to get them comfortable with handling difficult calls.Working the Escalation queue to assist customers who have escalated their issues/complaints.Ensuring there is coverage for the Escalation and Help Desk queues. Seek to provide the best customer experience and improve teammate performance by reviewing and monitoring critical data for team members including:Ensuring teammates understand performance metrics and understand how they influence successful attainment. Metrics would include but not limited to: Average speed of answer, Average handle time, First Call Resolution, Schedule Adherence, etc.Reviewing metrics on a daily, weekly, monthly basis to ensure team is tracking toward meeting or exceeding goals.Supporting and engaging in the call quality program by reviewing and scoring calls and participating in calibration exercises. Leverage this data to provide targeted coaching. Provide coaching and mentoring to all team members within the Customer Service Center, and improve teammate performance by:Building the skills of teammates by providing timely feedback based on metrics, quality scores, and personal call reviews. Ensure coaching plans are in place and tracked to ensure successful execution.Building the skills of team leads who assist with coaching and mentoring our team members.Assisting in training/development of representatives to function in all aspects of customer service in a call center environment.Ensuring all administrative activities such as regular 1x1’s with team members, team meetings, time entry review, completion of performance reviews, etc. take place. Fosters teammate growth and continuous improvement by:Ensuring the teams are leveraging existing technologies, escalating technology issues and communicating down time. Communicates openly and timely to ensure team members are kept informed of challenges (and changes) for their understanding, input and acceptance.Listening to team members and escalating issues to improve the customer experience.Working with team members to identify issues and implement solutions to improve both the employee experience and customer experience.Leading and managing team projects that drive an improved employee and customer experience.
QUALIFICATIONS/REQUIREMENTS: 3 to 5 years of customer service experience with at least three of those years in a supervisory role in a Call Center / Customer Service environment. Bachelor’s Degree A proven record of accomplishment in delivering positive results supervising within a customer service team, preferably in a call center environment. Imparts professionalism and is open to coaching and feedback. Proven track record of positive results in supervisory roles, leading teams to exceed goals while driving employee engagement. Working knowledge of Microsoft Office
SKILLS/KNOWLEDGE: Excellent communication skills, both written and verbal Working collaboratively with others to drive positive outcomes Ability to use different methods of intervention aimed at creating role clarity, performing tasks, and resolving interpersonal conflicts that affect team delivery. Ability to identify, understand, use and manage emotions in a positive way to relieve stress, communicate effectively, empathize with others, overcome challenges, and defuse conflict. Ability to handle fast paced environment Detail oriented with focus on efficiency of work activities Ability to delegate in a positive style with thorough follow-up skills Ability to interpret data, predict trends, and respond to those trends with a sense of urgency. Strong knowledge of Microsoft Office Working knowledge of IVR and ACD call center systems.
Deadline: February 15th 2021