DCR Customer Experience Supervisor

Waste Management, Inc. (WM)•Sandy Springs, GA

1d•$65,700 - $83,000•Remote

About The Position

Manages Customer Service Representatives and administrative activities of the assigned Customer Service function. Preference is to hire from internally within the current WM CE team

Requirements

High School Diploma or GED (accredited)
5 years previous customer service supervisory experience (in addition to education requirement)
Must live and work in the US.

Responsibilities

Provides day-to-day management and support to customer service staff.
Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. Provides input into termination, compensation, and promotion decisions.
Monitors and evaluates customer service performance. Identifies operational issues and process improvements, and implements strategies to improve performance.
Monitors call center schedules, training time and performance forecasts to ensure service levels remain at or above set goal.
Evaluates customer feedback through various channels. Identifies process improvements and implements performance improvement mechanisms.
Communicates and enforces company policies and procedures and develops and implements customer service performance standards.
Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization.
Determines training needs and establishes programs.
Compiles all customer service reporting requirements.
Develops and analyzes budgets, reports, and financial data.
Investigates and resolves escalated customer service inquiries.