Customer Care Supervisor (On-Site)

Avenu Holdings LLC•Fort Wayne, IN

5d•Onsite

About The Position

The Neumo Customer Care Call center provides 24/7 assistance to its customer across the United States and Canada. As a supervisor, you will provide direct support to the Care Center team as well as an assigned agent group. You will represent Customer Care as a subject matter expert as necessary for project initiatives and continuous improvement efforts. The Customer Care Supervisor will assist with case/call quality, call management and email processing, to support the team and business as necessary.

Requirements

Proven track record of customer service excellence
Proficient in Microsoft Suite (Word, Excel, PowerPoint, etc.)
Excellent written and verbal communication skills
Strong problem-solving and decision-making skills
Able to work in a fast-paced environment
Able to multitask and prior tasks

Responsibilities

Coordinate training and oversee onboarding/offboarding processes.
Conduct 30, 60, 90-day touchpoints for all new hires.
Maintain staffing schedules and coverage gaps.
Maintain direct reports breaks/lunch schedules.
Monitor direct report's attendance tracking/adherence.
Review, correct and submit hourly associate timesheets daily/weekly.
Identify associate wage progressions in accordance with departmental wage tier guidelines.
Handle Supervisor escalation calls and provide production assistance as needed.
Oversee State Customer Care outage procedures to completion.
Coordinate product level cross train for all Customer Care associates.
Call Queue Facilitation/Supervisor dashboard monitoring.
Salesforce Customer Care Dashboard monitoring
Omni/State Community case monitoring
Follow-up on external client escalation responses
Proactive monitoring of Salesforce case lifecycles
Monitor/Coordinate Offline duties and reporting.
Quality control audits for production cases and calls
Enhance direct reports' performance metrics in accordance with departmental metrics and guidelines.
Collaborate with SSO Leadership team to provide kiosk assistance and personnel timesheet management.
Collaborate with internal IT Helpdesk for production impacting software, equipment, or credential requests.
Research Field Tech/Dispatch trends and collaborate with internal LOBs for Root Cause analysis and resolution.
Research TechOps case trends and collaborate with internal LOBs for Root Cause analysis and resolution.
Research Payment discrepancy trends and collaborate with internal LOBs for Root Cause analysis and resolution.
Research Code Red trends and collaborate with internal LOBs for Root Cause analysis and resolution.
Research Offline/Zero transaction trends and collaborate with internal LOBs for Root Cause analysis and resolution.
Perform other duties as assigned
Properly Coach, Train, and Develop direct reports in accordance with departmental guidelines.
Side by side shadowing with Sr Tech/associates 2 per week
1x1's meetings with Sr Tech/associates 2 per week
Implement monthly performance contests and incentives to increase productivity in accordance with departmental budget guidelines.
Properly Deliver performance improvement plans to direct reports in accordance with departmental guidelines.
Provide internal and external escalation communications to BMV Managers and State Representatives
Serve as a liaison with TechOps and FS to enhance productivity and strengthen the Support Services team.
Plan, strategize, communicate, and execute internal process improvements to the Customer Care Team.