Supervisor, Warranty and Claims
1 week ago
The Warranty Supervisor is responsible for overseeing the division's Warranty Professionals and providing service to internal and external customers on complex issues including determining customer requests, warranty decisions and ensuring timely resolution.
This position will be onsite in Oxnard CA
Responsibilities
- Monitor team performance and customer demand by answering calls and emails during peak periods or as needed to maintain service levels.
- Onboard and train call center personnel.
- Lead, coach, and motivate a team of 5-8 Warranty Agents.
- Foster a positive and collaborative team culture, promoting a high level of engagement and accountability.
- Monitor individual and team performance, providing regular feedback and coaching to improve efficiency and accuracy.
- Partner with the Warranty Manager to handle escalations.
- Effectively distribute and supervise the team's caseload.
- Analyze call center data and provide reports for upper management.
- Maintain a customer-centric approach, ensuring that service quality meets or exceeds established standards.
- Continually evaluate staff effectiveness and performance.
- Collaborate with other departments to streamline processes and improve overall customer satisfaction.
- Lead team meetings and 1:1 meeting with direct reports.
- Regularly analyze KPIs and performance metrics, providing reports to the Warranty Manager.
- Servant leadership skills - listening, empathy, self-awareness, foresight, commitment to growth.
- A minimum of 5 years of experience in customer service or customer call center operations, or an equivalent degree in Business, Management, or a related field.
- 2-3 years of proven experience in supervising a team, demonstrating effective leadership and team management skills.
- Experience working with ERP programs such as Oracle, AS400, or other similar programs.
- Excellent communication skills, both written and verbal, with keen attention to detail and accuracy.
- Familiarity with basic management approaches, including work scheduling, prioritization, coaching, and process execution.
- Demonstrated ability to collaborate effectively with others in a team-oriented environment.
- Ability to present information and respond to questions from various stakeholders, including groups, managers, clients, and customers.
- Proven capability to recognize and implement process improvements to enhance efficiency and effectiveness.
- Exposure to planning, operation, and manufacturing logistics in a customer service context.
- Track record of successfully managing complex projects within a customer service setting.
- Demonstrated ability to handle pressure with composure and effectiveness.
The pay scale of this role is $66,096 - 120,096. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.
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