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Inbound Customer Service Supervisor
3 months ago
Job purpose
At Televerde, we strive to delight our clients When we delight our clients, we create limitless opportunities for individuals across the globe, we wouldn’t be able to do this without the Inbound Customer Service Supervisor. The Inbound Customer Service Supervisor will lead, motivate, and develop a team of Customer Service Representatives (CSR) to ensure optimal productivity, workflows, and superior customer service is delivered to our clients. The Customer Service Supervisor will provide effective training and development to ensure our clients are delighted and will oversee policies and procedures to ensure compliance. This individual will work closely with various business lines to meet company objectives.
This position is a Full-Time Opportunity located within our partner DOC facility.
Essential Functions and Responsibilities
- Lead, Motivate, and Develop team members to meet and exceed customer service objectives.
- Ensure optimal workflows are in motion and forecast, prioritize, delegate, and oversee workflow to deliver superior customer service to clients and customers.
- Continuously review and audit the team’s performance to ensure quality assurance and KPI’s are met or exceeded by CSR’s.
- Document, track, and report daily, weekly, and monthly metric reports on employee performance measures.
- Manage, review, and approve team members timecards with high levels of accuracy.
- Handle escalated calls and sensitive customer inquiries in a professional and timely manner.
- Serve as a resource and subject matter expert for process changes, quality audits, system enhancements, and customer facing processes and product offerings.
- Conduct interviews and process new hires as needed.
- Vocalize recommendations and assist in the implementation of goals and objectives, workflow revisions, scheduling, to provide superior customer service. Will also implement policies and procedures.
- Effectively communicate with various business lines and stakeholders to resolve issues and meet company objectives.
- Analyze call volume trends and workflows and report system issues to IT service desk promptly.
- Additional Projects as assigned by management.
Qualifications
- Provide detailed and accurate performance reports on CSRs in a timely manner.
- Ability to handle customer grievances in a professional manner and provide coaching and feedback to representatives who handle grievances.
- Act as a role-model, mentor and develop representatives to align them with promotional opportunities.
- Technological aptitude and ability to stay abrupt of technological advancements and service offerings.
- Exceptional Communication skills with all lines of business
Education and Experience
- High School Diploma or GED (Required)
- Associates Degree or Higher (Preferred)
- 5 Years of Customer Service Experience or related experience
- 3 Years of Call Center Experience (Preferred)
- Experience leading call center representatives (Preferred)
This job description is not meant to be all-inclusive of the duties and responsibilities of the job and may change at any time without notice.
Televerde provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
