Customer Care Supervisor

Harte Hanks

8d

About The Position

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.

Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands.

Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the U.S., Europe and Asia Pacific.

Overview of Job Responsibilities

Supervises and enhances the performance of an assigned team of Tier 1 or Tier 2 representatives.

Manages and enhances the performance of the team in areas of productivity, customer satisfaction, employee satisfaction, process adherence, operational precision, and employee development as well as enhance the goal of quality support by providing individual coaching feedback sessions and one on ones that focus on improving customer satisfaction, communication skills and technical ability.

Leads, schedules and coordinates daily work meetings and projects relevant to the team and organization.

Requirements

• At least one (1) year work experience as a supervisor in a customer service environment
• Ability to type 25 WFM
• Above average communications skills, oral and written
• Working knowledge of computers, basic applications and Windows operating systems

Responsibilities

• Leads and manages a team of Tier 1 or Tier 2 agents in the optimal execution of call center operations activities (i.e., taking calls, addressing customer issues/complaints, placing sales orders) for the program
• Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis
• Handles escalation calls from Tier 1 or Tier 2 agents as exercising discernment on whether or not individuals are capable of handling complex customer calls
• Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle customer interactions
• Prepares and submits reports on team performance to the Operations Manager
• Discusses overall team performance in relation to the objectives of the program
• Determines areas for improvement of the account’s performance and translates these to action plans for the team
• Gathers data on recurrent training schedules and coordinates for attendance of Tier 1 or Tier 2 agents.
• Ensures that agents are adequately equipped with all the necessary tools to perform their job
• Solicits advice on employee relations issues, making sure that decisions made under one’s jurisdiction are within company guidelines and the Labor Code of the Philippines
• Coordinates for administrative needs for agents
• Cascades compensation and benefits information of assigned agents (i.e., payroll templates)
• Coordinates for the servicing and troubleshooting of PCs and software to ensure they are in proper working order
• Monitors overall productivity of agents on the floor, and reports any system breakdowns / errors
• Works on individual / team schedule
• Effectively evaluates and coach agents (Tier 1 or Tier 2) to meet program’s SLA

Benefits

• Group Health and Wellness (Medical, Dental, and Vision)
• Health Savings Account (HSA)
• Educational Assistance
• Voluntary plans, including critical illness, accident, and hospitalization
• 401k plan with Company Match and Roth contributions with immediate vesting
• Pet Insurance, discounted legal services, employee discount programs, and more….

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed