CE Supervisor

Waste Management, Inc. (WM)•Windsor, CT

1d•$68,420 - $98,417•Hybrid

About The Position

Manages the daily operations of the customer service team of CSRs. Develops, implements and maintains processes, procedures and programs to improve customer service. Responsible for promoting company standards by engaging employees to drive customer loyalty. The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of up to 15 customer service representatives.

Requirements

High School Diploma or GED (accredited) and six years of relevant work experience with two of those years in a supervisory role.
Six years of prior work experience with two of those years in a supervisory role.
Call center or customer service experience and supervisory/management skills required
Ability to work in and/or back-up all incoming call queues for the various segments within the department. Assist with dispatch when needed
Ability to cross train and develop CSRs
Ability to work closely with the internal Resource Mgmt. team related to IEX schedules and forecasting to support teams and functions
Excellent verbal, written and analytical skills
Typing and computer skills- MS Office
Ability to multi task and to react well under pressure and treats others with respect
Identifies and resolves problems in a timely manner
Prioritizes and plans work activities
Focuses on solving conflicts and listening to others without interrupting
Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
Balances team and individual responsibilities and helps build a positive team spirit
Adapts and able to deal with frequent changes in the work environment
Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
Must have, or be willing to obtain, a REAL ID or TSA-approved alternative.

Nice To Haves

None required.

Responsibilities

Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals, such as: CC Pulse; IEX; NICE; ACORN; MAS etc.
Directs customer service teams toward achievement of operational goals.
Organizes and schedules all necessary resources required to accomplish activities.
Oversees personnel needs of the department including coaching, training, and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
Hires and provides training for new and/or less experienced customer service staff.
Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures.
Compiles all customer service data requirements into reports, and analyzes results.
Investigates and researches escalated customer service inquiries.
Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty.