Supervisor, Customer Service

4 weeks ago

Syracuse, United States National Safety Council Full time
Job DescriptionJob DescriptionSave lives, from the workplace to anyplace.

The National Safety Council is America’s leading nonprofit safety advocate.  We focus on eliminating the leading causes of preventable injuries and deaths.  Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur.  Our Initiatives include:
  • Workplace Safety
  • Roadway Security
  • Impairment

We are currently looking for a Supervisor, Customer Service to join us in our mission to save lives and prevent injuries.

Position Highlights:

The Supervisor, Customer Service provides leadership, mentoring, and coaching to DMC customer service staff. Develop, implement, and supervise customer service processes within a contact center environment. Coordinate day-to-day customer service needs. Monitor and evaluate agent contact center behaviors to ensure quality standards and program regulations are met. Develop quality standards through data and process analysis assuring NSC services always meet customer expectations for quality. Assure process and data integrity measures are in place with consistent auditing and communication.

What You’ll Do:
  • Lead all aspects of people management for Data Management Center Customer Service Representatives (CSRs) including but not limited to recruiting, training, coaching, goal setting, progressive discipline, and performance management. Collaborate to develop a winning culture.
  • Supervise all aspects of DMC’s customer service policies, objectives, and initiatives.
    • Develop and maintain a highly detailed, holistic customer service quality assurance program including QA form & process development, calibration, live monitoring, and metrics.
    • Handle difficult or complex questions and escalated calls.
    • Oversee staff channel scheduling assignments based on analysis of workload and peak channel volumes to ensure contact center performance meets service level expectations.
    • Develop and communicate procedures and metrics that drive quality, efficiency, and process & data integrity.
    •  Assure all customer touchpoints are accurate, innovative, and combatting competition.
    • Utilized metrics, and contact content, and analyzed data for process, system, and workflow change recommendations.
    • Work with the Manager to analyze and provide historical trend data, graphical representations, metrics, actionable data, and reports.
    • Work with Manager and contact center software to produce charts, wallboard data, desktop widgets, etc. to depict agent/team performance and drive motivation/incentive programs.
    • Identify agent/team training needs. Develop training, job aides/resources & content libraries. Conduct group training.
    • Participate on the call center floor and in team meetings to take a proactive role in communication as well as encouraging process and training improvement.
    • Manage contact center software packages as a super user.
  • Serve as a part of the Supervisor on-call rotation, handling remote location instructor problems weeknights and weekend days by using in-depth program and safety knowledge to quickly resolve issues from AV equipment, facility items, problem students, emergencies, etc
We’re Looking for Someone with: 
  • 5-7 years relevant customer service or call center experience and within that experience:
    • at least two years of supervisory or leadership
    • quality assurance and documenting best practices experience
  • Proficient in Microsoft Office, workforce management, and industry-related software programs.
  • Bachelor’s degree preferred. § Strong knowledge of customer care processes and techniques.
  • Self-starter and highly detail-oriented and possess good time management, organizational, and decision-making skills.
  • Excellent written and verbal communication skills and exceptional listening and analytical skills with attention to detail.
  • A “can do” attitude.
  • Collaborative with demonstrated ability to work well in a fast-paced, metrics-driven, team environment.
  • Ability to independently handle multiple projects simultaneously.
  • Proven ability to respond to and complete deadlines as well as delegate and organize own work and other’s workflow.
  • Proven ability to achieve and maintain departmental quality standards including experience working on business process improvement, analyzing data, and implementing projects.
  • Salary is $65,000
Reasons You’ll Love it here: 
NSC cares about the safety, health, and overall well-being of our employees.  We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life.  We offer the following:
  • At least 20 PTO days accrued 1st year and 11 paid holidays
  • Flexible work arrangements
  • Comprehensive medical, dental, vision, and life insurance plans
  • Flex spending accounts for medical and dependent care
  • 403(b) & Roth 403(b)  with employer match up to 6%
  • Reimbursable training
  • Student loan pay down
  • Dress for your day

We believe that you can’t be safe if you don’t feel safe. Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.

NSC is an equal opportunity employer.
 

Powered by JazzHR

ap75GeJ3B3

  • Customer Service Specialist

    1 month ago

    Syracuse, United States Pathfinder Bank Full time

    Job Type Full-time Description Are you passionate about making a positive impact in your local community? Do you thrive in a dynamic, collaborative, and engaging work environment? If so, we have the perfect opportunity for you at Pathfinder Bank! About Us: At Pathfinder Bank, we take pride in being more than just a financial institution - we are a...

  • Customer Service Specialist

    2 weeks ago

    Syracuse, New York, United States Pathfinder Bank Full time

    Job Type Full-time Description Are you passionate about making a positive impact in your local community? Do you thrive in a dynamic, collaborative, and engaging work environment? If so, we have the perfect opportunity for you at Pathfinder Bank About Us: At Pathfinder Bank, we take pride in being more than just a financial institution - we are a...

  • Field Services Supervisor

    2 weeks ago

    Syracuse, United States Verra Mobility Full time

    Who we are... Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are...

  • Supervisor Food Service

    1 month ago

    Syracuse, United States Syracuse University Full time

    This position directly supervises up to approximately 50 employees in multiple busy Campus Dining retail locations such as campus cafes, food courts and convenience stores. Campus Dining retail locations include multiple franchise and university operated concepts. The supervisor's role is to lead all fulltime union employees, student workers and part time...

  • Supervisor Food Service

    4 weeks ago

    Syracuse, United States Syracuse University Full time

    This position directly supervises up to approximately 50 employees in multiple busy Campus Dining retail locations such as campus cafes, food courts and convenience stores. Campus Dining retail locations include multiple franchise and university operated concepts. The supervisor's role is to lead all fulltime union employees, student workers and part time...

  • Supervisor, Technical Services

    2 weeks ago

    Syracuse, United States National Safety Council Full time

    Job DescriptionJob DescriptionSave lives, from the workplace to anyplace.The National Safety Council is America’s leading nonprofit safety advocate.  We focus on eliminating the leading causes of preventable injuries and deaths.  Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths...

  • Service Field Supervisor

    1 month ago

    Syracuse, United States CentiMark Full time

    Service Field Supervisor CentiMark Corporation is North America's leading commercial and industrial roofing contractor. CentiMark offers a full complement of new and replacement roof systems including single-ply EPDM rubber, single-ply thermoplastics, modified bitumen, built-up roofing, metal roofing, spray polyurethane foam and roof maintenance...

  • Service Field Supervisor

    4 weeks ago

    Syracuse, United States CentiMark Full time

    Service Field Supervisor CentiMark Corporation is North America's leading commercial and industrial roofing contractor. CentiMark offers a full complement of new and replacement roof systems including single-ply EPDM rubber, single-ply thermoplastics, modified bitumen, built-up roofing, metal roofing, spray polyurethane foam and roof maintenance...

  • Service Field Supervisor

    4 weeks ago

    Syracuse, United States CentiMark Full time

    Service Field Supervisor CentiMark Corporation is North America's leading commercial and industrial roofing contractor. CentiMark offers a full complement of new and replacement roof systems including single-ply EPDM rubber, single-ply thermoplastics, modified bitumen, built-up roofing, metal roofing, spray polyurethane foam and roof maintenance coatings. We...

  • Service Field Supervisor

    2 weeks ago

    Syracuse, New York, United States CentiMark Full time

    Service Field SupervisorCentiMark Corporation is North America's leading commercial and industrial roofing contractor.CentiMark offers a full complement of new and replacement roof systems including single-ply EPDM rubber, single-ply thermoplastics, modified bitumen, built-up roofing, metal roofing, spray polyurethane foam and roof maintenance coatings.We...

  • Service Field Supervisor

    4 weeks ago

    Syracuse, United States CentiMark Corporation Full time

    Job DescriptionJob DescriptionService Field Supervisor CentiMark Corporation is North America's leading commercial and industrial roofing contractor. CentiMark offers a full complement of new and replacement roof systems including single-ply EPDM rubber, single-ply thermoplastics, modified bitumen, built-up roofing, metal roofing, spray polyurethane foam...

  • Customer Service Representative

    2 weeks ago

    Syracuse, United States Southern Glazer’s Wine & Spirits Full time

    Overview The Customer Care Licensing Representative strictly adheres to state and company licensing requirements while facilitating the opening of new customer accounts/chains, changes in customer license status, establishment of delivery schedules, COD terms, and Sales Representative assignments. Researches additional business or market information...

  • Back Office Customer Service Representative

    4 weeks ago

    Syracuse, United States National Grid USA Service Company, Inc. Full time

    A fast-paced dynamic environment where the focus is on our customers and the communities we serve. We are seeking individuals who are high-energy problem solvers and enjoy being part of a team. The call center is a great place to work and learn the utility business. There are opportunities throughout the company to grow into a long-term career. **Job...

  • Customer Service

    4 weeks ago

    Syracuse, New York, United States CSL Plasma Full time

    Job DescriptionJob Description SummaryResponsible for preparing the donor, donor area and equipment for the pheresis process.Job DescriptionMain Responsibilities Prepares the autopheresis machine for the pheresis process. Monitors the donor and the pheresis process, responds to specific alarms or signals that may occur during the process. Disconnects the...

  • Customer Service

    4 weeks ago

    Syracuse, New York, United States CSL Plasma Full time

    Job DescriptionJob Description SummaryResponsible for preparing the donor, donor area and equipment for the pheresis process.Job DescriptionMain Responsibilities Prepares the autopheresis machine for the pheresis process. Monitors the donor and the pheresis process, responds to specific alarms or signals that may occur during the process. Disconnects the...

  • Customer Service Rep II

    4 weeks ago

    Syracuse, United States National Grid Full time

    Job Purpose   National Grid’s Customer Contact Center Representative position is an entry level, union-represented role that offers qualified candidates an opportunity to join a challenging, fast pace environment in Upstate NY. In addition to a starting wage of $21.17 per hour, we offer excellent benefits including medical, dental, life insurance, 401(k)...

  • Customer Service Rep II

    2 weeks ago

    Syracuse, United States National Grid USA Full time

    Job Purpose National Grids Customer Contact Center Representative position is an entry level, union-represented role that offers qualified candidates an opportunity to join a challenging, fast pace environment in Upstate NY. In addition to a starting wage of $21.17 per hour, we offer excellent benefits including medical, dental, life insurance, 401(k) plan,...

  • Customer Service Rep II

    4 weeks ago

    Syracuse, United States National Grid USA Full time

    Job Purpose National Grid's Customer Contact Center Representative position is an entry level, union-represented role that offers qualified candidates an opportunity to join a challenging, fast pace environment in Upstate NY. In addition to a starting wage of $21.17 per hour, we offer excellent benefits including medical, dental, life insurance, 401(k) plan,...

  • Customer Service Representative

    4 weeks ago

    Syracuse, United States Freeman Holdings Group Full time

    Our motto, "We are Ladies and Gentlemen, serving Ladies and Gentlemen", is evident in every interaction with our customers, co-workers, and team mates. We strive to find the best and brightest talent for each position within our organization, enabling the unique qualities of each individual to shine and compliment the entire team. Is the customer #1 with...

  • Customer Service Representative

    2 weeks ago

    Syracuse, United States Freeman Holdings Group Full time

    Our motto, "We are Ladies and Gentlemen, serving Ladies and Gentlemen", is evident in every interaction with our customers, co-workers, and team mates. We strive to find the best and brightest talent for each position within our organization, enabling the unique qualities of each individual to shine and compliment the entire team. Is the customer #1 with...