Customer Support Operations Supervisor
2 weeks ago
The Customer Support Operations Supervisor oversees all reverse logistics related to course materials and company-issued technology.
Reporting directly to the Senior Manager of Customer Support, this role acts as the main liaison for the daily management and coordination of logistics involved in return processes. Additionally, the Supervisor is responsible for the day-to-day leadership of the Reclamations Team, ensuring that key performance indicators are achieved, activities are prioritized effectively, and daily metrics are reported to the Customer Support leadership team.
This position also entails ensuring that team members are informed of communications from leadership, adhering to established policies and procedures, and identifying areas for process improvement to enhance operational efficiency.
Furthermore, the Supervisor collaborates closely with the Training team to onboard and mentor all Reclamations Analysts.
Key Responsibilities:
1. Develop and document operational procedures, prioritize workflow, and allocate staffing resources while effectively communicating strategies to the team and senior management.
2. Manage and report on daily case loads while seeking improvements in system processes.
3. Assess daily priorities and implement new and existing return campaigns targeting specific workflows.
4. Create new tools and resources to enhance work efficiency, ensuring all system processes function correctly and are updated as necessary.
5. Conduct replacement analysis and make recommendations to positively influence both K12 and agent performance.
6. Oversee third-party mailing house vendors.
7. Develop success metrics for agents and evaluate workflow metrics to ensure compliance with policies and procedures.
8. Coordinate and manage pilot programs for computer returns as needed.
9. Handle purchase orders and requisitions for peripherals, managing peripheral inventory effectively.
10. Provide daily and weekly reports to senior management.
11. Identify forecasts, trends, challenges, and opportunities affecting material and hardware reclamations.
12. Continuously analyze staffing and team dynamics for improvement opportunities and suggest business enhancements to reduce costs and increase collection efforts.
Qualifications:
Required:
- Bachelor's Degree or
- Three (3) years of experience in operations, enrollment, reclamations, or a related field, or
- An equivalent combination of education and experience.
- Ability to pass a required background check.
Desired:
- Management experience in coaching and motivating a remote workforce and managing caseloads.
- Ability to perform sedentary work, including fluent typing, listening, speaking, extensive reading, repetitive motions, and prolonged computer usage.
- Capability to maintain a professional home office environment free from distractions during operational hours.
- Access to a smart device for app usage (e.g., phone, tablet).
- Proficiency in Microsoft Office Suite and Salesforce.
- Strong problem-solving skills with the ability to communicate solutions effectively.
Compensation & Benefits:
Stride, Inc. considers various factors such as education, experience, and qualifications when determining salary levels. Salaries may vary based on these factors, the position's level, and the employee's benefits selections. A robust benefits package may include health benefits, retirement contributions, and paid time off.
Work Environment:
This is a remote position open to residents of the U.S. 50 states and D.C. The job description provided is not exhaustive and may include additional duties as assigned by the supervisor. All employment is 'at-will' as governed by the applicable state laws.
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