Customer Service Supervisor

Job Title:
Contact Center Operations Supervisor

Reports To: Senior Manager, Customer Service

Status
:
Full-time, Regular position

Category
:
Customer Service/Support

Location Name
:
Cropp Metcalfe - Fairfax (Service Experts)

Location Address
: 8421 Hilltop Rd, Fairfax, VA 22031

Join the team of experts and realize your true potential!

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!

The Contact Center Operations Supervisor will lead a team of local contact center agents to provide high-quality service in our 24/7, 365 day a year, contact center operations. In this role, the Supervisor will oversee a team of Customer Support Center agents who are responsible for handling various activities including outbound sales, inbound calls, appointment dispatching, online appointment administration, customer emails, and chat service.

Supported by team leaders, the Supervisor will be accountable for meeting or exceeding key performance indicators such as call handling performance, sales conversion, booking rates, productivity, and agent call quality. The Supervisor is also expected to mentor and coach team members to motivate behavior to achieve quality and performance standards, facilitate disciplinary action as required, and ensure operational excellence, quality deliverables, and lead customer experience initiatives.

• Ensures the volume of work produced by Customer Support agents meets product/service standards and exceeds quality standards and KPI’s.
• Oversee the handling of all customer interactions, including customer service requests, appointment booking, cancellations, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues in support of one call resolution.
• Demonstrate proficiency in understanding and the ability to drive inbound/outbound call handling KPI’s to include customer retention and renewals conversions, booking rate, service levels, and abandonment rate performance to meet and exceed company goals.
• Demonstrate proficiency in workforce scheduling to optimize agent utilization.
• Assist in the recruitment, selection, orientation, training, assigning, coaching, counseling, and disciplining employees; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions, including bonus/spiff plans; enforce company policies and procedures.
• Conduct yearly agents and Team Lead reviews with annual development and goal planning.
• Respond quickly and decisively, with applicable corrective action, to all customer service issues as identified by local center management.
• Coordinate service center capacity requirements and other requests/needs from local centers.
• Maintain working knowledge of all company products, services, and promotions.
• Work with Dispatch Teams to improve accuracy in scheduling and speed of response.
• Work with other operational management to ensure appropriate resolution of customer disputes.
• Report and analyze daily, weekly, and monthly Call Center results to improve team performance and business performance.
• Be available 24 hours a day, 7 days a week in the event of an emergency.
• Some travel may be required.
• Complete other duties as assigned.

• Bachelor degree preferred.
• 5+ years in customer service.
• 3+ years in Call center management.
• Creative and strategic thinker.
• Excellent verbal and written communication skills.
• Excellent interpersonal communication abilities.
• Ability to navigate multiple systems.
• Solid analytical skills and ability to interpret multiple points of data.
• Proficient in Excel, including pivot tables and graphs.
• Ability to manage multiple people / projects simultaneously.
• Innovative out of the box thinking.

• Competitive Pay with incentive opportunities.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company matching contributions.
• Life Insurance and disability insurance options.
• Supplemental benefit programs.
• World Class Training opportunities through our Experts University.
• Career Development opportunities.