Overnight Contact Center Supervisor

5 days ago


Concord, New Hampshire, United States HomeSafe Alliance Full time
About the Role:

We are seeking a highly skilled and motivated Overnight Customer Care Supervisor to provide support to the Customer Service Team at HomeSafe Alliance.

The Customer Service Supervisor will oversee and help customer service employees in performing their duties, such as responding to customer inquiries and resolving issues or complaints.

This role requires strong business acumen, excellent written and verbal communication skills, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities:
  • Oversee the shipment activities in the workload from assignment to delivery.
  • Act as the primary point of contact for Customer Care staff.
  • Build out an exceptional customer service function and ensure an exceptional experience throughout the customer's lifecycle.
  • Manage difficult customers and situations and solve problems.
  • Track progress, monitor team members' tasks, and attendance and ensure deadlines are met.
  • Ensure a complete and correct record of all contacts, both internally and externally, is kept in the relevant systems.
Requirements:
  • High school diploma, GED, or equivalent required, Undergraduate degree or equivalent experience in lieu of degree preferred.
  • 2 years minimum in a leadership role and/or earlier supervisory, lead, or coaching/mentoring experience with military or relocation move experience preferred.
  • Must be a U.S. citizen due to contractual requirements.
  • Ability to work overnight shift (10pm - 7am) Monday - Friday. Some shift flexibility w/ notice provided as business needs arise.
What We Offer:
  • Medical, Dental and Vision Insurance.
  • Paid time off (PTO) Three weeks of PTO for newly hired employees.
  • 401(k).
  • Health and Wellness Programs.
  • Disability, Life and AD&D insurance.
  • Employee Support program.
  • Family Support: Bright Horizons, child and elder care services.


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