Customer Care Center Supervisor

Overview

Summary:

This position is responsible for the supervision of the Customer Care Service Center and the coaching and development of the staff to ensure that customer service is maintained at the highest level and in accordance with established company and departmental KPIs.

Visa Sponsorship Available:
No

• Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.
• Education:
  
  High School Diploma/GED
• Years of
  
  Experience:
  
  Minimum two (2) years of customer service call or service center experience in a supervisory/managerial role (written and verbal correspondence roles combined preferred but not required).
• Valid/Unexpired Passport Book:
  No
• Valid/Unexpired Driver's License:
  No

• Bachelor's Degree preferred and/or equivalent work experience.
• Proficiency in computer programs (MS Word, Excel, PPT, MS Outlook) and telephony systems a plus.
• Availability to work any hours and any days including evenings, weekends, and holidays.
• Experience working with a diverse staff and cross-department collaboration.
• Ability to audit and identify service/sales trends for overall system improvements.
• Strong organizational and time management skills to provide scorecards, 1:1 coaching and timely feedback.
• Successful execution of behavioral coaching to achieve CSSR goals.
• Ability to handle conflict management while establishing rapport and achieving results.
• Identify opportunities for improvements and proactively problem solve with staff buy-in.
• Maintain confidentiality of sensitive information.
• Effective listening and clear responses.
• Open to feedback for personal performance improvement.
• Display strong leadership and make sound, strategic decisions under pressure.
• Team player who supports and motivates the team and maintains a positive professional attitude.
• Willingness to work on special projects for growth and development.
• Open to recurrent and new hire training and completing required training by due date.
• Promotes safety, PCI compliance, emergency procedures and downtime programs.
• Some knowledge of basic IVR/Call Flow routing and administration.

• Supervises a team (1-22) in a high-volume service inbound & outbound call center.
• Reconciles time and attendance, manages payroll processing and OT against forecasted budget goals with Work Force Management collaboration.
• Monitors/administrates LOA leaves, schedule adjustments, PTO requests with WFM, PIPs, development plans and staff corrective actions as needed.
• Completes Red Zone (attrition) reports, supports rewards & recognition programs and completes two hours of phone time per month as outlined in the supervisor scorecard.
• Ensures team understands performance standards by providing behavioral coaching and conducting monthly 1:1s and CSSR scorecard delivery.
• Participates in the QA program to meet KPI targets and calibrations as requested.
• Interacts with AWMC card holder customers to remediate escalated issues when requested.
• Performs duties of CSSR, lead, or specialist when business demands.
• Handles customer escalation calls and complaints as needed.
• Oversees and approves disbursement of points/compensation during service disruptions according to policies.
• Ensures direct reports understand and apply company (CELT) customer service standards in daily responsibilities.
• Assists with hiring, training initiatives, huddles, calibrations; fosters growth & development programs.
• Audits monthly productivity, refunds, vouchers, QA and incentive reports and understands department metrics/goals.
• Performs other related duties and company initiatives as required by management.
• Ensures direct reports apply Customer Commitment and customer service standards.
• Models Allegiant’s customer service standards in actions and leadership.
• Other duties as assigned.

The physical demands and work environment described here are representative of those that must be met by a team member to perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Office - Regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands to operate computer, keyboard, printer, and phone. May be required to lift up to 20 lbs. May require varied shifts/days in a 24-hour situation. Regular attendance is required. Moderate noise, temperature and light fluctuations. Ability to work at a computer terminal for extended periods. Some travel may be required.

Allegiant is deemed an essential service provider during declared emergencies; team members may be required to report to assigned locations during emergencies unless prohibited by law.

We welcome all individuals from varied backgrounds and experiences. We are an Equal Opportunity

Employer:

Disability/Veteran.

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$49,000 -…