Customer Service Supervisor
JOB DETAILS The purpose of this position is to oversee the daily operations of the customer service center. Responsible for supervising customer service center operations and activities to ensure operational efficiency and quality customer service.USE: California onlyESSENTIAL DUTIES AND RESPONSIBILITIES Supervises and provides leadership and support to the call center staff, including monitoring, coaching, and evaluating work team to ensure quality and productivity standards are met and/or exceeded.Reviews and analyzes system operations in order to optimize effectiveness and efficiency of customer service center.Allocates resources between units to maximize efficiencies and meet customer needsDetermine and prioritize workload and be prepared to make proactive decisions to meet daily business demandsGenerates reports to measure productivity and perform analysis to determine root cause. Assists with ad hoc reporting requests.Assists Management in developing and implementing incentive programs.Other duties may be assigned.SUPERVISORY RESPONSIBILITIES Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches teammates to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or expertise required.Reasonable accommodations may be made to enable individuals with disabilities to perform the critical functions.EDUCATION and BACKGROUND High-school degree or GED equivalent required. Associate's degree (AA) or equivalent from two-year college or technical school preferred. Min of 4 yrs of related skills and/or training.CERTIFICATES and/or LICENSES NoneCOMMUNICATION ABILITIES Strong written and oral communication abilities. Strong organizational and issue solving abilities. Expertise to provide efficient, timely, reliable and courteous service to customers. Expertise to effectively present details. Expertise to respond effectively to sensitive issues.FINANCIAL KNOWLEDGE Requires advanced knowledge of financial terms and principles. Expertise to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.REASONING EXPERTISE Ability to comprehend, analyze, and interpret complex documents. Expertise to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.OTHER SKILLS and ABILITIES Intermediate skills with Ms office products. Background in decision making abilities with a sense of urgency.SCOPE OF RESPONSIBILITY Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short term impact to department.
September 14 on Professional Diversity Network