Customer Care Supervisor

PLS•Oak Brook, IL

6h•Onsite

About The Position

The Customer Care Supervisor is responsible for the management and development of the contact center team; ensuring targets are achieved through constant training and coaching. The Customer Care Supervisor directs and controls the daily operations to ensure that the team is meeting the needs of customers. The Customer Care Supervisor spends time on the call floor with representatives and is available to the team for assistance at all times. The Customer Care Supervisor is also responsible for monitoring the training, development, and overall performance of the team. The Customer Care Supervisor is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns. The Customer Care Supervisor is instrumental in enhancing the customer experience by delivering high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic, fast-paced environment.

Requirements

Previous Contact Center experience is required
Proven people management experience, with the ability to coach, mentor and motivate.
Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner
Ability to establish and maintain effective working relationships with peers, customers and management
Effective customer service strategies with excellent customer service and organizational skills

Nice To Haves

Minimum of 2 years’ prior leadership experience is a plus
Bachelor or Associates degree preferred

Responsibilities

Maintain accurate and updated records of customer interactions and transactions, record details of inquiries and actions taken.
Ensure all interactions are in accordance with PLS policies, procedures, federal guidelines and applicable laws.
Ensure new processes and procedures are implemented and used effectively by self and team members.
Communicate and follow up on all new Information related to products, services, procedures, customer needs and company-related issues, changes and actions to ensure representatives are fully informed.
Handle escalated calls for proper handling and follow-up.
Retain low error margins for department and individual agents for higher productivity.
Effective written and verbal communications at all levels of PLS.
Study and standardize procedures to improve efficiency of Contact Center team.
Monitor productivity and generate reports for the Contact Center.
Answer questions and recommend corrective services to address customer concerns.
Lead by example by maintaining a comprehensive knowledge of PLS products and services.
Motivate and drive team performance, achieve the targets set and Key Performance Indicators
Ensure Quality Assurance Requirements and other key performance metrics are met.
Provide operational floor management to ensure that the Contact Center runs efficiently and Effectively.
Analyze trends and training needs, ensuring that improvements are continuously made and performance is measured consistently.
Perform annual performance reviews and monthly one-on-one meetings with team members.
Monitor real time service levels and schedule adherence.
Perform workforce forecasting, scheduling, and load balancing for the Contact Center optimizing service and quality levels while ensuring most efficient use of resources.
Develop and maintain capacity-planning tools to accurately forecast workload volume, provide management with analysis to determine hiring needs and staffing needs for optimal schedules.
Conduct individual coaching feedback sessions to improve call quality while improving the customer experience.
Monitor service interactions to observe employee demeanor, technical accuracy, and adherence to company policies.
Other duties as assigned by management.