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Customer Care Team Supervisor

2 months ago

Dearborn MI, United States Percepta Full time

At Percepta, we pride ourselves on delivering exceptional service across all markets we engage with. As a Customer Care Team Supervisor , you will play a pivotal role in crafting and providing outstanding customer experiences while being part of a vibrant organizational culture.

Key Responsibilities
The Customer Care Team Supervisor is accountable for the daily management and performance of Customer Care representatives within the Customer Relationship Center (CRC). This role involves directing, overseeing, assessing, and mentoring team members while fostering strong relationships with agents, peers, and the management team. The Supervisor will address inquiries related to company policies, case management, performance metrics, and general questions. Additionally, the Supervisor is tasked with the prompt resolution of customer escalations.

Typical Duties Include:


• Ensuring the operational success of the team and promoting a culture of customer care excellence.


• Providing coaching for professional growth to enhance performance and customer satisfaction.


• Acting as a role model for exemplary customer interaction as outlined by the company’s resolution processes.


• Fostering a culture of loyalty towards the brand.


• Demonstrating a clear understanding of program objectives by meeting or exceeding quality and service standards.


• Motivating the team and individual agents to achieve or surpass key performance indicators, including customer satisfaction metrics.


• Utilizing available resources such as performance evaluations, call handling reports, and attendance records.


• Driving effective resolution processes in customer interactions.


• Ensuring quality communication between agents, dealers, and customers.


• Delivering timely resolutions on management priority requests and customer escalations.


• Maintaining open lines of communication with management.


• Identifying and addressing gaps in the resolution process and escalating them as necessary.


• Managing customer satisfaction tools and related processes.


• Collaborating with various departments to ensure compliance with standards.


• Participating in regular calibration sessions with Quality Assurance to maintain adherence to client standards.


• Analyzing customer feedback to identify areas for improvement.


• Overseeing agent performance management and leading team meetings.


• Communicating new processes and policy changes effectively in a dynamic environment.


• Promoting a culture of continuous improvement within the organization.

Work Environment and Team Development


• Leading by example to cultivate a positive work atmosphere that enhances team performance.


• Supporting agent development through regular coaching sessions aimed at ensuring adherence to processes and quality standards.


• Providing direct leadership through business practices designed to enhance employee retention, productivity, and customer satisfaction.


• Conducting performance evaluations and managing disciplinary actions when necessary.


• Recognizing and rewarding outstanding team contributions.


• Fostering team morale to support agent retention.


• Resolving conflicts with sensitivity and fairness.


• Planning and implementing strategic learning objectives for personal development.

Additional Responsibilities


• Engaging in projects as directed by management.


• Supporting the agent recruitment process.


• Participating in feedback sessions with agents and the organization.

Qualifications

Education


• High School Diploma or GED is required.


• Additional education or equivalent experience is preferred.

Experience


• 1 - 3 years of supervisory experience in a team setting.


• 3 - 5 years of experience in customer service, ideally within a contact center environment.


• Proven experience in coaching and performance enhancement.

Skills


• Strong leadership abilities including team building and problem-solving skills.


• Ability to foster a supportive learning environment.


• Proficiency in Microsoft Office applications.


• Coaching and Quality Assurance certifications are advantageous.


• Strong organizational and time management skills.


• Excellent written and verbal communication abilities.


• Strong interpersonal skills and the ability to build relationships.


• Capacity to work effectively within a close-knit team.


• Professionalism in all interactions.


• Familiarity with customer contact software is a plus.

What You Can Expect


• Comprehensive health, dental, and vision insurance.


• Flexible spending and health savings accounts.


• 401(k) plan with company matching.


• Paid vacation, sick leave, and holidays.


• Tuition reimbursement opportunities.


• Employee assistance and discount programs.


• Access to training and development initiatives.


• Recognition programs for employee achievements.

About Percepta
Founded in 2000, Percepta operates contact centers globally, delivering seamless customer experiences to our clients.

Our core values guide our operations, and as a member of the Percepta team, you can expect:

A culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation.

Percepta is an Equal Opportunity Employer.