Customer Service Supervisor

1 week ago

Winston Salem, United States Cognizant Full time

Cognizant is a large IT Consulting firm that leverages modern technologies to transform various businesses. The Customer Service Supervisor is an integral member of the Call Center organization leadership who will support the Call Center Manager and Inbound and Digital teams by providing day-to-day guidance and support through scheduling, communication, coaching, project management and functional excellence for Inbound Customer Service Representatives. The role will supervise the execution of all daily process tasks and management/resolution of escalated issues to ensure the rapid response to customer needs. This role will provide support for Digital growth, Inbound call center processes, and will be the liaison with all other PES departments and service providers (answering service and staffing) as well as overseeing end to end customer experience, looking for defects in areas of less consistent service. Productivity & Quality Review the Inbound Scorecard daily to ensure productivity goals are achieved Ensure customer satisfaction for every customer through the review of completed call reports Flexible work schedule (Able to work nights, weekends and holidays) Courteous and timely response to customer requests ( internal / external) Ensure staffing supports call volume and prioritize project work to appropriately support business when calls are in queue Ensure optimal customer service; Responds to and proactively reduces consumer complaints Support Escalated Customer calls as needed Utilize sound judgment in customer and consumer issues and possible crisis management Facilitate decision making to drive efficiencies and productivity Continually evaluate systems and processes for enhancements or potential investments (AOP/SBP) Promote a well-controlled environment through the adherence and support of PBC control and GCS standards Maintain accurate GCS documents for Inbound process while adhering to and supporting the GCS standards Manage the inclement weather, emergency and disaster recovery processes for PES Inbound. Coach Senior Associates in tracking frontline attendance and optimal staffing Manage the FSV coupon process which includes weekly fulfillment, updating and ordering additional coupons and maintaining processes standards by following documented GCS controls and updating those controls with any process change Inbound team liaison with answering service and staffing service providers as well as all other PES Call Center departments, all field locations and the MPR to manage end to end service process, advocating for service experience from the customer’s perspective. 10% Provide daily analysis of staffing needs, utilizing reporting from eWFM and Genesys, and partner with the staffing vendor to ensure proper call coverage to deliver service level goal. Department and Field Support Ensure Field Partners know and understand PES Processes and corresponding success measurements Manage late night and weekend coverage as well as oversight of late night and weekend customer experience for Inbound and Digital including third party service provider oversight. Project and Relationship Leader for Key PES initiatives. Lead peers in strategy sessions to develop Key AOP Initiatives, roundtable and Pulse action plans and other projects determined by continually evaluating systems and processes for enhancements or potential investments. Manage the project to completion within aligned timeline. Coaching and Support Manage 17 to 28 Direct Reports Provide Territory Coordinator Team, Digital Team, and Inbound Team with daily coaching and support through the development of stretch goals, actions plans, and individual development plans. At minimum, Conduct 2 in office 1 on 1s with each direct report each period and provide creative problem solving and ensure best practice sharing during sessions; Complete call evaluations each period to ensure customer satisfaction for every PepsiCo customer. Develop meeting agendas and facilitate bi-monthly team meetings Drive department initiatives Ensure Senior Associates are aligned with Quality standards Facilitate new supervisor and territory coordinator onboarding and training Provide 3-way coaching with all Inbound Associate Supervisors (L06) to ensure consistency in the aligned department coaching process and provide impartial feedback from the coaching sessions to the Inbound Senior Manager. Cost Ensure team headcount and cost targets are achieved through schedule adherence, EWOP and efficient use of resources Achieve annual cost plan within PES budget range Desired Qualifications / Requirements Minimum of three years of People Management experience 2-5 years’ experience in a Call Center Strong leadership skills and proven ability to coach & manage non-exempt employees Utilize sound judgment in customer and consumer issues and possible crisis management Demonstrates the ability to analyze large amounts of data and make logical decisions quickly and accurately Ability to develop and manage multiple projects simultaneously Demonstrates the ability to link customer requirements and financial acumen to decision process to achieve the highest degree of service with the lowest cost Strong Influence Management Skills Lead/participate in continuous improvement sessions Must be able to work any schedule in a 16 hour per day operation, 365 days per year Strong Communication skills (written and oral) High attention to detail and excellent organization Advanced in Microsoft Word, Power Point and Excel Outstanding project management skills Strong process improvement skills 4-year Undergraduate Degree (Bachelor's) Strong systems/computer skills; SAP/Large Enterprise software experience Home office application and infrastructure knowledge required Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

  • Customer Service Supervisor

    1 week ago

    Winston Salem, United States Cognizant Full time

    Cognizant is a large IT Consulting firm that leverages modern technologies to transform various businesses. The Customer Service Supervisor is an integral member of the Call Center organization leadership who will support the Call Center Manager and Inbound and Digital teams by providing day-to-day guidance and support through scheduling, communication,...

  • Customer Service Supervisor

    1 week ago

    Winston Salem, United States Cognizant Full time

    Cognizant is a large IT Consulting firm that leverages modern technologies to transform various businesses. The Customer Service Supervisor is an integral member of the Call Center organization leadership who will support the Call Center Manager and Inbound and Digital teams by providing day-to-day guidance and support through scheduling, communication,...

  • Customer Service Supervisor

    7 days ago

    Winston Salem, NC, United States Cognizant Full time

    Cognizant is a large IT Consulting firm that leverages modern technologies to transform various businesses. The Customer Service Supervisor is an integral member of the Call Center organization leadership who will support the Call Center Manager and Inbound and Digital teams by providing day-to-day guidance and support through scheduling, communication,...

  • Eligibility Supervisor

    3 weeks ago

    Winston-Salem, United States County of Forsyth North Carolina Full time

    The Department of Social Services seeks a highly motivated and dependable professional to join our Customer Care team. This supervisor position is a front-line position that requires daily customer interactions at the front desk of the DSS agency. Customer Care, Supervisor, Customer Service, Retail, Staff Learn More

  • Customer Service Representative

    2 weeks ago

    Winston Salem, United States TEKsystems Full time

    Customer Service Representative Pay: $16/hr Winston-Salem, NC 27104 Monday - Friday, shifts available between 8am-8pm Anticipated Start Date: 1/6/2025 Seasonal Position Description The Customer Service Representative is the all-important first point of contact with a company's Education Solutions customers. The Customer Service Representative must...

  • Retail Customer Service Associate

    2 months ago

    Winston-Salem, United States FedEx Full time

    FedEx - JobID: PDX_FEC_6FC5832F-4643-4EB8-8F17-51CC2DA2199C_241021 [Retail Associate / Team Member] As a Retail Customer Service Associate at FedEx, you'll: Follow instructions of supervisors and assist other team members in performing store functions; Assist in the training of store team members; Demonstrate consultative behaviors in a retail environment to...

  • Contact Center Customer Service Representative

    2 weeks ago

    Winston Salem, United States TEKsystems Full time

    Description The Contact Center Customer Service Representative is the all-important first point of contact with a company's Education Solutions customers. The Contact Center Customer Service Representative must closely and accurately follow the established components of call strategy, and efficiently complete telephone transactions in compliance with...

  • Contact Center Customer Service Representative

    2 weeks ago

    Winston Salem, United States TEKsystems Full time

    Description The Contact Center Customer Service Representative is the all-important first point of contact with a company's Education Solutions customers. The Contact Center Customer Service Representative must closely and accurately follow the established components of call strategy, and efficiently complete telephone transactions in compliance with...

  • Contact Center Customer Service Representative

    4 weeks ago

    Winston-Salem, United States TEKsystems Full time

    Job DescriptionJob DescriptionDescriptionThe Contact Center Customer Service Representative is the all-important first point of contact with a company's Education Solutions customers. The Contact Center Customer Service Representative must closely and accurately follow the established components of call strategy, and efficiently complete telephone...

  • Contact Center Customer Service Representative

    4 weeks ago

    Winston-Salem, United States TEKsystems Full time

    Job DescriptionJob DescriptionDescriptionThe Contact Center Customer Service Representative is the all-important first point of contact with a company's Education Solutions customers. The Contact Center Customer Service Representative must closely and accurately follow the established components of call strategy, and efficiently complete telephone...

  • Contact Center Customer Service Representative

    3 days ago

    Winston Salem, United States TEKsystems Full time

    Description The Contact Center Customer Service Representative is the all-important first point of contact with a company's Education Solutions customers. The Contact Center Customer Service Representative must closely and accurately follow the established components of call strategy, and efficiently complete telephone transactions in compliance with...

  • Nursing Services Supervisor

    2 weeks ago

    Winston-Salem, North Carolina, United States Liberty Health Full time

    We are seeking a dedicated and experienced Nursing Services Supervisor to join our team at Liberty Health. This is a full-time, weekend position that offers a challenging but rewarding opportunity in a caring environment.About the RoleIn this role, you will be responsible for supervising the nursing staff during your shift, ensuring that patients receive the...

  • Eligibility Supervisor

    4 weeks ago

    Winston-Salem, United States County of Forsyth North Carolina Full time

    The Department of Social Services is seeking a highly motivated, dependable professional with advanced communication and exceptional customer service skills to determine eligibility for various State programs with a concentration in Child Development Supervisor, Management

  • Operations Supervisor

    12 hours ago

    Winston-Salem, North Carolina, United States Firebirds Wood Fired Grill Full time

    Operations Supervisor Opportunity at Firebirds Wood Fired GrillWe are seeking a highly organized and motivated Operations Supervisor to join our team at Firebirds Wood Fired Grill. This exciting opportunity involves overseeing the daily operations of the front of house functions, ensuring exceptional guest experiences, and developing strategies to drive...

  • Customer Service Director

    1 day ago

    Winston-Salem, North Carolina, United States Tara Wustner - State Farm Agent Full time

    Job TitleCustomer Service DirectorOverviewTara Wustner - State Farm Agent is seeking a highly skilled Customer Service Director to lead our team in providing exceptional client experiences.Estimated Salary$60,000 - $80,000 per year, depending on experience and qualifications.ResponsibilitiesOversee customer service and daily operations.Develop and implement...

  • Customer Service Representative

    4 weeks ago

    Winston-Salem, North Carolina, United States Domino's Franchise Full time

    Job DescriptionImagine yourself in a dynamic environment where customer satisfaction is our top priority. We're seeking a Customer Service Representative to join our team at Domino's Franchise in Winston-Salem. As a key member of our support team, you will be the first point of contact for our customers, providing them with exceptional service and...

  • Customer Service Representative

    3 days ago

    Winston-Salem, North Carolina, United States Parkway Ford Lincoln Full time

    Job OverviewThe Customer Service Representative plays a vital role in delivering exceptional customer experiences at Parkway Ford Lincoln. As a key member of our team, you will be responsible for handling inbound and outbound calls, scheduling appointments, and providing top-notch service to our clients.We offer a competitive salary of $45,000 - $55,000 per...

  • Customer Service Representative Fueler/Washer

    1 week ago

    Winston-Salem, United States Penske Truck Leasing Full time

    131 back forty dr, winston salem, NC, 27127 What’s the Job? Ready to accelerate your career while helping our customers move forward? As a Customer Service Representative Fueler/Washer at Penske, you’ll do exactly that. You will make sure vehicles are fueled, clean and safe before they hit the road again. You will be the face of Penske—the person...

  • Customer Service Representative Fueler/Washer

    2 weeks ago

    Winston Salem, United States Penske Full time

    131 back forty dr, winston salem, NC, 27127 **What's the Job?** Ready to accelerate your career while helping our customers move forward? As a Customer Service Representative Fueler/Washer at Penske, you'll do exactly that. You will make sure vehicles are fueled, clean and safe before they hit the road again. You will be the face of Penske-the person...

  • Customer Service Specialist

    3 weeks ago

    Winston-Salem, United States BekaertDeslee Full time

    Function title: Customer Service Specialist with Master Data Department/unit: Customer Service Location: Winston-Salem, NC Main job objective - Mission: Customer service specialist make sure our customers receive professional, proactive and timely service before, during and after the customers requirements are met. Work territory - Job dimension: BDUS...