Customer Service & Activation Supervisor

Wyyerd Group LLC•Surprise, AZ

1d•Onsite

About The Position

The Supervisor, Customer Service will lead the customer service team, which is comprised of Customer Service and Activation Representatives (CSARs) and Technical and Activation Representatives (TARs), who collectively are the first point of contact for customers and others who contact Wyyerd and therefore are truly the “face of Wyyerd” to customers and the community. Wyyerd’s historical growth and success has been largely because of its reputation for excellent customer service, which starts with this team. This is a full-time in person position located in our Surprise, AZ office. The ideal candidate will be passionate about both Wyyerd’s internal team and our customers, highly efficient and organized as well as an energetic and empathetic leader of people. This leader will track and manage a key set of operating metrics with a specific set of bonus targets set and managed each quarter. This leader will also play a key role on the Wyyerds leadership team, actively contributing to Wyyerd’s growth strategy and supporting the Director and his/her peer group in executing that strategy.

Requirements

Must be familiar with contact center technologies including phone queue management, reporting, quality monitoring, and workforce management
Familiar with customer record systems, processes and practices
Highly organized and communicative with colleagues and leaders
Ability to adapt to a changing environment
Must enjoy working with the public, both on the telephone and in person
Ability to troubleshoot and identify customers’ needs
Ability to multitask, prioritize and manage time effectively
Two + years work experience in a customer service role; team leadership
Two + years work experience in a contact center environment

Nice To Haves

Preference given to individuals living in close proximity to our office

Responsibilities

Oversee the day to day operations of the customer service and activations team
Monitor, coach, and develop team members
Work with the team on use of company and customer facing systems.
Coordinate training as needed for team and support staff
Suggest and formulate company policies within the customer service and activations department
Review team members’ scheduling to make sure there is adequate coverage for call flow and walk in traffic
Review customer service activities to see that goals are being accomplished efficiently
Capture and report billing and growth data to determine department or division progress toward stated goals and objectives
Confer with Director and administrative personnel to review achievements and discuss required changes in goals or objectives resulting from current status and conditions
Interface with customers and handle customer escalations in support of the front line team
Serve as a champion of the Wyyerd brand and culture both internally and externally
Other duties as assigned