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Customer Care Operations Supervisor

2 months ago

Blacksburg, Virginia, United States Nav Full time
Job Overview

At Nav, our mission is to empower small business owners to thrive. We are dedicated to enhancing local economies by simplifying financial processes and expanding access to credit for emerging enterprises. Our team is composed of passionate individuals committed to supporting the unique needs of small businesses.

We are seeking a seasoned professional to take on the role of Contact Center Team Leader. This individual will oversee a team of enthusiastic customer service representatives, ensuring that we deliver the exceptional service that defines Nav. The ideal candidate will possess extensive experience in developing high-performing teams and a genuine passion for coaching and mentoring. A talent for innovative problem-solving and a results-driven mindset are essential for this role.

Key Responsibilities:

  • Guide and motivate a team of customer care specialists, ensuring that all customer interactions align with Nav's commitment to service excellence.
  • Monitor and analyze key performance indicators (KPIs), providing ongoing feedback and coaching to team members.
  • Establish and refine operational procedures that adhere to company standards and strategic goals.
  • Support senior leadership in managing daily contact center operations, including staffing, training, and employee recognition initiatives.
  • Conduct regular performance evaluations and participate in quality assurance sessions.
  • Ensure team members receive the necessary training and resources to excel in their roles.
  • Collaborate with management and HR to address performance-related issues.
  • Facilitate one-on-one meetings, team discussions, and coaching sessions.
  • Review customer interactions to ensure compliance with quality standards and provide constructive feedback.
  • Assist in the recruitment process for new team members.
  • Address escalated customer concerns as required.
  • Foster a positive team environment characterized by open communication.

Qualifications:

  • High School Diploma or equivalent is required.
  • A minimum of two years of leadership experience in a customer service or contact center environment.
  • At least five years of overall experience in a contact center or customer service role.
  • Familiarity with contact center technologies and systems is preferred.
  • Exceptional communication skills, with the ability to engage effectively with diverse audiences.
  • Strong attention to detail and the ability to manage multiple tasks in a fast-paced setting.
  • Proficient in standard office software, including Word, Excel, PowerPoint, and Google Docs.
  • Ability to handle confidential information with discretion.
  • Strong analytical skills to identify problems and develop effective solutions.
  • Proven leadership abilities to inspire and motivate team members.

Commitment to Inclusion:

At Nav, we celebrate the diversity of our employees, recognizing that our strength lies in our unique backgrounds and experiences. We are dedicated to fostering an inclusive environment where everyone can express their authentic selves. Our commitment to equality and transparency extends to all aspects of our workplace culture.

Compensation Philosophy:

We believe in establishing trust and transparency in our compensation practices. Our aim is to provide competitive pay, company ownership opportunities, and a comprehensive benefits package to support our employees' well-being and career growth.

Benefits Overview:

We offer competitive compensation, company ownership, and a range of benefits from day one, including paid parental leave, networking opportunities, and professional development resources.