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Supervisor Customer Service
Location:
Temple, TX
Description:
JOB SUMMARY The Customer Service Supervisor provides supervisory help to the front-end contact center operations. This position supervises team members primarily accountable for responding to phone, email and other electronic requests and inquiries, to ensure the highest quality level of customer satisfaction and resolution. ESSENTIAL FUNCTIONS OF THE ROLE Supervises the daily customer service activities: prepares and directs schedules, monitors attendance of team members, and schedules breaks and shifts as necessary. Monitors all outbound and inbound activities of the team according to performance standard goals. Improves quality results by evaluating processes and recommending changes. Coordinates and enforcing system policies, procedures and productivity standards. Performs routine call quality reviews on recorded or live calls according to established procedures. Motivates and mentors team members to maintain a positive and productive work environment, and creates and implements goals, action plans, and incentives to drive desired production results. Performs call monitoring, coaching, training, and feedback and disciplining. Acts as information source to ensure resolution of customer inquiries and complaints. Handles escalations on an as needed basis. In coordination with Manager, participates in the hiring process, and administers performance management, recognition and disciplinary actions. Frequently meets with each team member to review overall performance. Coaches, counsels and motivates employees. KEY SUCCESS FACTORS Ability to work within guidelines established to make conclusions. Ability to work in a fast paced, high volume environment. Excellent written and verbal communications ability. Excellent attention to detail, with time management skills. BENEFITS Our competitive benefits package includes the following Immediate eligibility for health and welfare benefits 401(k) savings plan with dollar-for-dollar match up to 5% Tuition Reimbursement PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level QUALIFICATIONS - EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification- EXPERIENCE - 2 Years of ExperiencePDN-9c11d5e4-281f-4dd3-9cb6-74260b18ed33
Company:
Baylor Scott & White Health
Industry:
Other
Posted:
May 18 on Professional Diversity Network
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More About this Listing: Supervisor Customer Service
Supervisor Customer Service is a Customer Service Customer Service Representative Job at Baylor Scott & White Health located in Temple TX. Find other listings like Supervisor Customer Service by searching Oodle for Customer Service Customer Service Representative Jobs.
Supervisor Customer Service is a Customer Service Customer Service Representative Job at Baylor Scott & White Health located in Temple TX. Find other listings like Supervisor Customer Service by searching Oodle for Customer Service Customer Service Representative Jobs.