Customer Care Supervisor

ImOn Communications, LLC•Cedar Rapids, IA

1d•Onsite

About The Position

At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. As a Customer Care Supervisor you will be responsible for the overall direction, coordination, and evaluation of Customer Care representatives.

Requirements

Strong communication and customer service skills
A positive, professional attitude, even in challenging situations
Technical curiosity and a willingness to learn
Dependability and attention to detail
Ability to work independently and as part of a team
Strong leadership skills within a call-center environment
At least 3 years experience in a call center environment, with at least 2 years in a leadership role, with direct supervision of employees, in a call-center environment.
High School Diploma or equivalent
Proven leadership skills, dependability, and initiative
Excellent verbal and written communication skills with ability to effectively communicate between customers, staff and management.
Good critical thinking and creativity skills.
Must maintain a positive and professional attitude with ability to work under pressure, meet deadlines and be accountable for the performance of others.

Nice To Haves

Telecommunications/Utility industry experience
Associate’s degree

Responsibilities

Monitors and assists with training staff on all call types.
Performs development activities, including all aspects of performance and behavior assessment, feedback, coaching, career-pathing, planning and guidance, corrective action and training.
Assists in monitoring and establishing Key Performance Indicators (KPI’s).
Monitors quality and performance while recommending and implementing changes when necessary.
Actively engage employees in Catalytic Coaching, reward employees, and administer conflict resolution and corrective discipline up to and including termination if needed.
Set production goals ensuring that best safety practices are followed.
Monitors daily team and queue performance; understands impacts to the business and takes appropriate action.
Troubleshoots appropriate level of technical issues and is able to teach team to do the same.
Resolves and/or addresses more complex customer issues or questions, which includes taking escalated calls from customers/associates and managing complaints.
Takes initiative, participating in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry.
Interviews, hires, and supervises staff for inbound and outbound calling activities.
Analyzes information to develop projects and plans to accommodate future growth.
Communicates, interprets and ensures compliance with ImOn policies, procedures and goals as they apply to the Customer Care Team.
Fosters a culture of exemplary customer experience to customers, corporate leaders, peer supervisors, and staff within the company.
Participate in proactive team efforts to achieve departmental and company goals.
Motivates staff by providing positive feedback, creating a positive work environment, and looking for opportunities to create performance-based reward programs.
Assists in other tasks or projects as assigned.
Expected to meet departmental and company goals around churn, upsells, and service levels.