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Customer Care Supervisor - Call Center


Customer Care Supervisor

Purpose
To supervise representatives in a fast paced call center. To promote a culture of delighting customers.
Job Duties/Responsibilities
Resolve customer complaints, special cases and answer customers' questions regarding policies and procedures as they arise
Implement corporate and departmental policies, procedures, and service standards in conjunction with management.
Interpret and communicate work procedures and company policies to staff.
Supervise the customer care employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action. (QA, Productivity, Company Policies)
Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
Initiate disciplinary action when needed.
Train or arrange for training and instruct employees in job duties and company policies.
Manage Team Morale
Being available and visible to team members
Provide Statistics regarding Job Performance on a Monthly basis
Utilize Real Time Phone System to Monitor Phone Statistics
Review records and reports pertaining to activities such as production, call volume, payroll, and shipping to forecast, monitor work activities, and evaluate performance.
Arrange schedule and ensure appropriate coverage
Handle Customer Service Inbound Calls as needed
Approve Time-Off Requests/ Payroll
Recruit, interview, and select employees.

Qualifications:
Bachelor's degree preferred; high school diploma or equivalent at minimum
5 year Supervisory or management experience required
5 year experience in a call center environment required
Candidate must be willing to work 10AM - 7PM and 12PM - 9PM shifts and weekends



Knowledge
Customer and Personal Service -- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Administration and Management -- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
English Language -- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Mathematics -- Knowledge of arithmetic, algebra, geometry, statistics, and their applications.
Education and Training -- Knowledge of principles of teaching and instruction for individuals and groups, and the measurement of training effects.
Clerical -- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
Personnel and Human Resources -- Knowledge of principles and procedures for personnel recruitment, selection and personnel information systems.
Computers and Electronics -- Knowledge computer hardware and software, including applications and programming.

Skills
Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking -- Talking to others to convey information effectively.
Coordination -- Adjusting actions in relation to others' actions.
Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do.
Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Management of Personnel Resources -- Motivating, developing, and directing people as they work, identifying the best people for the job.
Judgment and Decision Making -- Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Monitoring -- Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Negotiation -- Bringing others together and trying to reconcile differences.
Reading Comprehension -- Understanding written sentences and paragraphs in work related documents.

Abilities
Oral Comprehension -- The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression -- The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity -- The ability to speak clearly so others can understand you.
Speech Recognition -- The ability to identify and understand the speech of another person.
Problem Sensitivity -- The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension -- The ability to read and understand information and ideas presented in writing.
Deductive Reasoning -- The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning -- The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Written Expression -- The ability to communicate information and ideas in writing so others will understand.

Work Activities
Getting Information -- Observing, receiving, and otherwise obtaining information from all relevant sources.
Communicating with Managers, Peers, or Subordinates -- Providing information to Managers, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Establishing and Maintaining Interpersonal Relationships -- Developing constructive and cooperative working relationships with others, and maintaining them over time.
Interacting with Computers -- Using computers and computer systems (including hardware and software) to program, enter data, or process information.
Guiding, Directing, and Motivating Subordinates -- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Making Decisions and Solving Problems -- Analyzing information and evaluating results to choose the best solution and solve problems.
Developing and Building Teams -- Encouraging and building mutual trust, respect, and cooperation among team members.
Organizing, Planning, and Prioritizing Work -- Developing specific goals and plans to prioritize, organize, and accomplish your work.
Communicating with Persons Outside Organization -- Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Coordinating the Work and Activities of Others -- Getting members of a group to work together to accomplish tasks.



Work Styles
Dependability -- Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Integrity -- Job requires being honest and ethical.
Attention to Detail -- Job requires being careful about detail and thorough in completing work tasks.
Cooperation -- Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Stress Tolerance -- Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Concern for Others -- Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Initiative -- Job requires a willingness to take on responsibilities and challenges.
Leadership -- Job requires a willingness to lead, and offer opinions and direction.
Self Control -- Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Independence -- Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.



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