Supervisor, Member Support

4 weeks ago

Dayton, United States CareerBuilder Full time

Job Description

Job Description

Who Our Client Is:

Ourclient brings industry communities together to solve supply-chain problems through the adoption and implementation of their standards. More than 340,000 businesses in 25 industries rely on our client for trading-partner collaboration and for maximizing the cost effectiveness, speed, visibility, security, and sustainability of their business processes. They achieve these benefits through solutions based on their global unique numbering and identification systems, bar codes, Electronic Product Code-based RFID, data synchronization, and electronic information exchange.

What Our Client Needs:

Our client is looking for a Supervisor, Member Support. Reporting to the Manager, our Supervisor, Member Support will be responsible for overseeing a portion of the Member Support team and ensuring the organization delivers the highest level of customer service possible.

In this supervisory role, you will train, coach, and mentor employees of our client's Member Support team. The incumbent ensures associates on the team adhere to the policies and procedures established by the organization. The supervisor motivates associates and guides them as they work to achieve monthly standards. In this role, you will also handle escalated customer inquiries. The incumbent will work closely with a peer Supervisor to foster a collaborative and unified environment amongst the Member Support Team.

What Youll Do:
Managing and directing the daily activities of Member Support agents. This includes supervising, call monitoring, coaching, training, disciplining, and reviewing all associates through active Workforce Management associates to improve the efficiency and quality of work performed by agents.
Real-time monitoring of phone and email queue allocation to ensure proper staffing.
Resolving escalated customer complaints and questions.
Improve customer experience by ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job. This includes identifying knowledge gaps for agents through call monitoring, agent communications and feedback from Senior Member Support agents.
Monitoring attendance and paid time off requests of associates, scheduling breaks and shifts, as necessary.
Enforce compliance with all policies and procedures.
Identify opportunities for change and improvement to current Member Support Operations policies, procedures, work instructions and practices. Serves as the change agent for implementation.
Call and email calibration to ensure members and subscribers receive prompt, accurate and courteous responses to all calls and email correspondences.
Represent Member Support as an interface with Quality Assurance Development, Technology, Product Management, Marketing, Education & Training, Industry Engagement, Public Relations, Standards and Member Programs
Actively participate in product enhancement and releases and other special projects as required.
Supervisory responsibilities - this position will manage a team of 10+

What Youll Need:
Bachelors degree (BA) from four-year college or university preferred
5-10 years inbound contact center experience with 2-3 years in a supervisory or similar leadership role.
Microsoft Office, Microsoft Dynamics CRM, SharePoint, and Five/9 or similar system experience preferred.
Strong leadership skills
Team building
Highly organized
Ability to tightly manage agent attendance and adherence to metrics
Ability to see trends in customer contacts and proactively address agent and customer needs

What They Offer:

A hybrid work environment in their Dayton, OH office (Currently 1 day a week and if there is an additional business need)
21 days of PTO
Ten company holidays
Immediate and Automatic contribution to 401K
Elite Medical coverage
Access to LinkedIn Learning

Our client is an Equal Opportunity Employer - All qualified applications will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin.

#J-18808-Ljbffr

  • Member Services

    4 weeks ago

    Dayton, United States YMCA of Greater Dayton Full time

    Description Member Services West Carrollton YMCA West Carrollton, Ohio Part Time/Non-Exempt $10.45-$12.54/Hour Position Summary: Responsible for providing excellent services to YMCA members and other individuals at the Member Services Desk. At the YMCA, We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we...

  • Housekeeping Supervisor

    10 hours ago

    Dayton, United States Marriott at the University of Dayton Full time

    DescriptionWe are hiring a Full time 2nd shift Housekeeping Supervisor - $15.75-$17.00As the Housekeeping Supervisor, you directly oversee housekeeping, laundry and house person team members. You are a significant part of the properties management team and work closely with the Front Desk and Maintenance Departments to ensure the guest experience goes off...

  • Warehouse Supervisor

    3 days ago

    Dayton, United States AT3 Professional Staffing Solutions Full time

    AT3 Staffing has an exciting opportunity for a 3rd shift Warehouse Supervisor in the Englewood OH area. The Warehouse Supervisor manages and leads the hourly distribution staff in the execution of inbound and outbound functions. This includes the receiving and put-away of inbound receipts, the outbound order fulfillment, replenishment, customer returns, and...

  • Warehouse Supervisor

    5 days ago

    Dayton, United States AT3 Professional Staffing Solutions, Inc. Full time

    AT3 Staffing has an exciting opportunity for a 3rd shift Warehouse Supervisor in the Englewood OH area. The Warehouse Supervisor manages and leads the hourly distribution staff in the execution of inbound and outbound functions. This includes the receiving and put-away of inbound receipts, the outbound order fulfillment, replenishment, customer returns, and...

  • Warehouse Supervisor

    5 days ago

    Dayton, United States AT3 Professional Staffing Solutions, Inc. Full time

    AT3 Staffing has an exciting opportunity for a 3rd shift Warehouse Supervisor in the Englewood OH area. The Warehouse Supervisor manages and leads the hourly distribution staff in the execution of inbound and outbound functions. This includes the receiving and put-away of inbound receipts, the outbound order fulfillment, replenishment, customer returns, and...

  • Warehouse Supervisor

    5 days ago

    Dayton, United States AT3 Professional Staffing Solutions, Inc. Full time

    AT3 Staffing has an exciting opportunity for a 3rd shift Warehouse Supervisor in the Englewood OH area. The Warehouse Supervisor manages and leads the hourly distribution staff in the execution of inbound and outbound functions. This includes the receiving and put-away of inbound receipts, the outbound order fulfillment, replenishment, customer returns, and...

  • Operations Support Representative

    7 days ago

    Dayton, United States YMCA of Greater Dayton Full time

    Description Operations Support Representative Association Services Office Dayton, OH Part-Time/Non-Exempt $14.00-$16.80/Hour Position Summary: Responsible for streamlining, enhancing, and supporting membership and business office procedures for all branches and staff of the YMCA of Greater Dayton and corporate membership partner. At the YMCA, We are...

  • Operations Support Representative

    7 days ago

    Dayton, United States YMCA of Greater Dayton Full time

    Description Operations Support Representative Association Services Office Dayton, OH Part-Time/Non-Exempt $14.00-$16.80/Hour Position Summary: Responsible for streamlining, enhancing, and supporting membership and business office procedures for all branches and staff of the YMCA of Greater Dayton and corporate membership partner. At the YMCA, We are...

  • Dayton Supervisor

    2 weeks ago

    Dayton, United States A Quality Facility Services Full time

    Come join a team where we invest in you both personally and professionally for your growth, all while having fun. Employees can be rewarded with incentives and advancement opportunities.A Quality Facility Services provides janitorial services to Ohio and surrounding areas. Disrupting the industry utilizing innovation and execution, we are looking for...

  • Dayton Supervisor

    2 weeks ago

    Dayton, United States A-Quality Facility Services Full time

    Come join a team where we invest in you both personally and professionally for your growth, all while having fun. Employees can be rewarded with incentives and advancement opportunities. A Quality Facility Services provides janitorial services to Ohio and surrounding areas. Disrupting the industry utilizing innovation and execution, we are looking for...

  • Environmental Monitoring Supervisor

    4 weeks ago

    Dayton, United States Germer International - Pharmaceutical Recruiting Full time

    Are you looking to take on a new management challenge while advancing products into the market? Our client, a well-established, branded organization is looking for a QC Microbiology Supervisor, 2nd Shift to oversee the daily operations of a group of analysts on off shift (2nd or 3rd). The supervisor ensures that all activities within the laboratory are...

  • Environmental Monitoring Supervisor

    4 weeks ago

    Dayton, United States Germer International - Pharmaceutical Recruiting Full time

    Are you looking to take on a new management challenge while advancing products into the market? Our client, a well-established, branded organization is looking for a QC Microbiology Supervisor, 2nd Shift to oversee the daily operations of a group of analysts on off shift (2nd or 3rd). The supervisor ensures that all activities within the laboratory are...

  • Environmental Monitoring Supervisor

    2 weeks ago

    Dayton, United States Germer International Full time

    Are you looking to take on a new management challenge while advancing products into the market? Our client, a well-established, branded organization is looking for a QC Microbiology Supervisor, 2nd Shift to oversee the daily operations of a group of analysts on off shift (2nd or 3rd). The supervisor ensures that all activities within the laboratory are...

  • Warehouse Supervisor

    4 weeks ago

    Dayton, United States Hermann Forwarding Full time

    Job DescriptionJob DescriptionHermann Services, Inc., headquartered in Monmouth Junction, NJ offers trucking transportation, brokerage, warehouse, and packaging services throughout the United States, specializing in the Northeast and Gulf Coast/Texas Regions. Our offices and facilities are located in New Jersey, Texas, Delaware, Pennsylvania, and Maryland....

  • Preschool Supervisor

    2 weeks ago

    Dayton, United States Ohio Department of Education Full time

    The Miami County Educational Service Center provides special education programs and student support services to public schools located in Miami County. We are currently seeking professional candidates who would like to join our team as a Preschool Supervisor. Candidates: * Must have or willing to obtain: * A valid State of Ohio Principal's...

  • Site Supervisor

    2 days ago

    Dayton, United States Providence Medical Grp. Full time

    Job DescriptionJob DescriptionYour managerial abilities could be just what we need in this rewarding full-time opportunity! Beavercreek Commons Family Practice is an active, established practice, with a stable, family-orientated patient base. As Site Supervisor, you’ll play a vital role in our on-going success and the well-being of our patients; you’ll...

  • Customer Support Specialist

    1 day ago

    Dayton, United States At Home Stores LLC Full time

    Job Description $16.00-18.00/hour The Customer Support Specialist (CSS) is responsible for all front end processes, including opening, closing, training and delegation of tasks to team members. They are focused on driving profitability through promoting operational success and maximizing the customer's experience. Key Roles and Responsibilities Provides...

  • Entry Level Production Supervisor

    4 weeks ago

    Dayton, United States Textile Company Full time

    Job DescriptionJob DescriptionPosition Summary:This is a working supervisor position that assists the Plant Manager in the direction and management of all plant operations with overall responsibilities for production, quality, safety and other production-related activities. This position reports to the Plant Manager.Essential Duties and...

  • Direct Support Professional DSP

    1 day ago

    Dayton, United States Avenues Full time

    Job DescriptionJob DescriptionWe are seeking Direct Support Professional's (DSP) to join our team! You will assist in the daily care of individuals with mental health needs & developmentally disabled individuals.$500 Sign On BONUS AFTER 90 DAYS IF YOU ALREADY HAVE CURRENT CPR & MED-PASS CERTIFICATIONSPay rates adjusted with experience, certifications...

  • Route Supervisor

    2 days ago

    Dayton, United States Klosterman Baking Company Full time

    Job DescriptionJob DescriptionAbout Klosterman Baking Company:As a longstanding pillar of quality and taste since our inception in 1892, Klosterman has continuously delivered fresh, delicious bread and baked goods to communities across the Midwest. Our commitment to excellence, combined with a passion for crafting products that delight our customers, has...