Customer Operations Supervisor

The Customer Operations Supervisor is responsible for the supervision of client Customer service teams and provides support for operational initiatives, which include: identifying process improvement initiatives, analysis of call and escalation data, identification of workforce gaps and resolution, and presenting recommended action plans to the Operations Manager based upon research performed.

Additionally, the Customer Operations Supervisor partners with the Customer Care Representatives in conjunction with WFM ensuring high levels of customer satisfaction for all assigned program and will assist the Customer Service Representatives with escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure best resolution for the Customer.

During a Typical Day, You’ll

·Monitor and maintain service levels to ensure:

oLead CSR, CSRs, and Concierge team members are properly supporting the program.

oMonitor schedule adherence.

oLook for opportunities to improve service levels.

·Manage customer handling (call flow) processes.

·Interact with Business Partners as needed including:

oAttend Business Partner meetings to resolve issues and discuss program changes and enhancements.

oHandle special Business Partner report requests.

oKeep abreast of anticipated program launches and changes.

oInform Manager on all Business Partner interaction.

·Analyze and manage program trends and progress.Interact with key users for feedback to make process improvement / enhancement recommendations.

What You Bring to the Role 

·High School Diploma or equivalent

• Secondary education or equivalent experience - preferred

• ·3 – 5 years of Customer Call Center experience with 1 year of call center supervisor experience required

  ·Experience in managing and coaching others and improving performance

  ·Through understanding of contact center technologies, customer tracking systems, and their respective reporting systems - preferred