Supervisor - Customer Service Representative

Aventiv Technologies•Louisville, KY

15d•$42,432 - $53,209•Onsite

About The Position

Supervise, coach, motivate, and develop a team of Customer Service Representatives to ensure optimal productivity and quality satisfaction with meeting the Call Center metrics. Directs the activities of the Customer Service Representatives to include training and development to ensure customer satisfaction and first call resolution. Oversee policies and procedures to ensure 100% compliance. Assist with duties associated with meeting company objectives.

Requirements

Ability to mentor and develop representatives to align them for future promotional opportunities.
Ability to manage call center metric reports to improve team performance
Proven Technical Experience at a level to enable understanding of technology, services being offered, and their impact on the business.
Ability to communicate with team members, customers, management, and other team members outside of the call center, utilizing exceptional communication skills.
Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer service objectives.
High School Diploma or GED
5 years of customer service experience
1 year supervision or management experience

Nice To Haves

Associates or Bachelor’s Degree in a related field of study
3 years of call center experience
Managed 20+ associates and/or team leads
Bilingual in English and Spanish

Responsibilities

Provide leadership, facilitation, and development of team members to meet or exceed customer service objectives
Plan, prioritize, assign, supervise, and review the workflow for timely and accurate info to customers
Issue instructions and assign duties to Customer Service Representatives
Perform quality audits to ensure and identify areas of opportunity within the team.
Provide daily, weekly, and monthly status reports on employee performance
Review and approve timesheets
Respond to and resolve difficult and sensitive customer inquiries and complaints as needed
Serve as the primary contact for process changes, quality audits, system enhancements/upgrades, and any other customer-facing products or processes.
Perform interview process for new hires, as needed
Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing customer services; implement policies and procedures
Communicates with other departments and management to resolve problems and expedite work.
Analyze changes and trends, to request changes for bug fixes and enhancements
Maintain policy, procedures & processes that are coordinated within the call center
Meet or Exceed Call Center Metrics with ongoing improvement in productivity
Additional projects as assigned by Management.
Perform other duties as assigned.