Supervisor, Customer Care Resume Samples

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O Prosacco

Orin

Prosacco

535 Batz Streets

Houston

+1 (555) 950 7782

535 Batz Streets

Houston

Phone

p +1 (555) 950 7782

Experience Experience

Chicago, IL

Supervisor Customer Care

Chicago, IL

Lockman-Haag

Chicago, IL

Supervisor Customer Care

Play a key role in leading and owning Customer Care Team or Flow Solutions Group (FSG) Key Initiatives, assignments, and projects to support the organizations’ goals and strategies
Recommends and implements changes to improve departmental operations through established change control and governance processes; key player in development of new departmental practices and policies including the communication and successful implementation of changes
25%-Identify and address training and performance opportunities to improve position and department performance
25%-Recruit, hire, train and manage customer service representatives in completing their tasks and meeting goals established by leadership team
Identifies department efficiencies by reviewing current departmental practices and procedures through partnership with peers and co-workers
Resolves and investigates potential volatile situations to resolve in a manner that balances customer satisfaction with MGI policies and regulations
Keeps up-to-date on wire transfer and money order procedures through refresher training, study of knowledge base, as well as handling customer phone calls

New York, NY

Supervisor, Customer Care

New York, NY

Wilderman Inc

New York, NY

Supervisor, Customer Care

Assist in the updates of new or existing work instructions and SOPs. Identify, recommend, create, and implement improved documents
Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching
Assist the Manager with operational strategy, process control, staff selection and management reporting
Assist in identifying performance and training issues using performance measurement tools such as call monitoring, random complaint and support ticket review
Provide timely feedback through ongoing coaching and development utilizing established coaching and feedback standards within Customer Care
May collaborate with other departments to create programs aimed to improve performance
Manage and assist employees with work related problems or situations

present

Detroit, MI

Supervisor, Customer Care-retention

Detroit, MI

Rodriguez, Hauck and Christiansen

present

Detroit, MI

Supervisor, Customer Care-retention

present

Conducts real-time phone monitoring and coaching. Provides immediate feedback to agents, which are focused on retaining customer who request to disconnect or downgrade services, to enhance quality and improve performance
Communicates and manages expectations for quality and accuracy of work
Develops and leads an effective team that improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services
Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified agents through optimum selection, coaching, training and development, appraisal and motivation techniques
Works in partnership with other business leaders to support employee career progression programs
Conducts team meetings to deliver key communications, build team dynamics, and provide employee recognition
Consistent exercise of independent judgment and discretion in matters of significance

Education Education

Bachelor’s Degree in Business

University of Georgia

Bachelor’s Degree in Business

Skills Skills

Strong organizational skills; attention to detail
Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
Proficient knowledge of systems utilized in Care
Detail oriented with strong analytical skills
Encourages and enables compliance with practices and methods of working while proactively seeking to improve good service skills and service-minded attitude
Attention to detail, good follow-up skills
Strong knowledge of Word, Excel, Outlook and the Internet Explorer
Ability to communicate at all levels and manage a team
Excellent interpersonal communication skills
Excellent customer service skills

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15 Supervisor, Customer Care resume templates

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Supervisor, Customer Care Resume Examples & Samples

Support the division in launching new services through training, implementing, and introducing new technologies such as the Road Runner high speed data access and the Digital services
Effectively communicate customer feedback to others within the organization
Create and maintain appropriate Call Center Associate performance standards; and maintain effective evaluation processes to ensure Call Center Associate performance objectives are met
Train, mentor, motivate, and critique performance of direct reports (14-17 Call Center Associates) through constructive feedback
Support career development for each Call Center Associate through our Certification and Grade Level Progression
Reward and recognize associate positive performance. Create and maintain a culture focused on optimizing customer value
Ensure customer loyalty and hold long term relationships by creating and nurturing a positive company image
Interact collaboratively with all departments to ensure excellence in delivering services and products to achieve extraordinary Customer satisfaction
Work with Call Center Management team to accurately forecast and determine appropriate staffing and agent scheduling
Resolve escalated customer service calls
Coordinate in and participate in community activities
Associate's degree or equivalent experience and training in related area required
Minimum of 1 year in leadership role and/or previous supervisory experience plus 2 years call center experience required
Must be able to demonstrate good planning, organizing, coordinating and directing/leading skills
Must posses good organizing and communication skills
Must be able to effectively interact with associates on all levels with the organization
Must be highly skilled in conflict resolution
Proven track record in understanding customer concerns and resolution
Intermediate to advanced PC and ACD system experience
Must be flexible and willing to be on call 24 hrs a day as needed

Supervisor, Customer Care Resume Examples & Samples

Supervise, interview, select, schedule, train, motivate, evaluate and discipline assigned group of Customer Care Inbound Sales Representatives. Prepare and conduct annual reviews
Assist in answering and responding to the overflow of telephone calls to the Customer Care Inbound Sales department and research, resolve and respond to difficult customer inquiries, as well as assist agents on the floor as needed
Review telephone and sales activity and other reports to ensure validity and bubble up reporting errors. After reviewing reports develop objectives related to increasing the skill levels and enhance performance of Customer Care Representatives and to improve the productivity and customer service levels of the department
Monitor the Customer Care Representative's telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
Train, coach, monitor, and reward Customer Care Representatives on various Division marketing campaigns to achieve projected sales and other goals
Create departmental correspondence and reports for both internal and external dissemination
Evaluate real time and historical activity
3-5 years sales experience is required
1-2 years supervisory experience in a high-volume call center strongly preferred
Demonstrated ability to effectively communicate in both written and oral form

Supervisor, Customer Care Resume Examples & Samples

Assists in answering and responding to the overflow of telephone calls to the Customer Care department and researches, resolves and responds to difficult customer inquiries
Reviews telephone and sales activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department
Monitors the Customer Care Representative's telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs

Supervisor, Customer Care Resume Examples & Samples

1 plus years supervisory experience in a high-volume call center is requisite required
Telecommunication experience preferred
Excellent communication skills, written and oral, including the ability to interact with all levels of management, staff and the public required
Candidate must possess strong leadership qualities including the ability to effectively motivate employees
Regularly required to talk and hear while communicating face-to-face, by telephone and via written correspondence
Required to use close vision to read and be able to focus

Supervisor, Customer Care Resume Examples & Samples

Develop processes and training programs that will proactively improve call handling, increase first call resolution rate, decrease or eliminate controllable calls and recognize cost reduction potential
Review and analyze statistical reports to manage teams productivity
Ensure team is adhering to schedule so as to meet and exceed service level objectives
Conduct quality control phone call monitoring to evaluate TSS performance, identify strengths and weaknesses and ensure that a high quality of work is being performed
Support and encourage all company policies with disciplinary actions as required
Develop reward and recognition programs to motivate team
Perform other duties as assigned by management. Preferred Qualifications
Flexibility to work full time shifts that include evenings and/or weekends
Excellent reading, writing and telephone skills are required
Ability to read, write and interpret general business correspondence and procedures manuals
Will frequently work at a desk and use a computer for extended lengths of time
Must be able to talk and hear within normal ranges and possess the ability to reach, handle/feel
Leadership/management skills desired
Strong Sales and marketing background desirable
Minimum of 4+ years experience focusing on communications with internal and external customers
Must have recent Supervisory or “lead” experience (within the last 12 months) in a contact center environment providing leadership for 15 or more employees
Certificate or graduation from a technology based institution focusing on computer systems, electronics and/or IP technologies preferred
Experience with customer relations, communications and sales skills. Must be patient, flexible, dependable, and have an outstanding attendance record. Current employees are eligible to apply provided they meet the qualifications of this posting, have maintained standards in all areas of responsibilities for the previous six months and have been in their present position for six months. Under certain circumstances, exceptions to this policy will be allowed. This position requires attendance at work of at least 97% of the scheduled work time and excellent punctuality at work and meetings

Supervisor, Customer Care Resume Examples & Samples

High school diploma or equivalent experience required
Required to use hand to type on a computer keyboard, handle objects and paperwork
Frequently required to sit, stand and bend at the knee and waist and walk

Supervisor, Customer Care Resume Examples & Samples

Conduct quality control phone call monitoring to evaluate Customer Service Representatives’ performance
Continual monitoring of goals/thresholds and teams activities to assure compliance with department standards
Review and analyze statistical reports to manage team’s productivity
Ensure team is adhering to schedule so as to meet service level objectives
Ensures (KRONOS) payroll system is properly accounted for and accurately updated for team
High school diploma/GED or 5 years of directly related experience required
Must have a minimum of 3 years customer service experience
Must have previous supervisory experience
Experience with customer relations, communications, and sales skills required
Application and knowledge of MS Word and Excel required
Must be able to motivate, teach, and manage team in a fast paced environment to meet company goals
Must have a flexible working availability to include working nights, weekends and holidays
Bilingual Spanish/English is a plus

Supervisor, Customer Care Sales Resume Examples & Samples

Leads and monitors activities of Inbound Sales Representatives to ensure effective performance
Provides motivation to Representatives through individual contact, goal setting, periodic meetings, and recommendation of incentive plans
Ensures that established goals and quotas for the department are reached and motivates department to meet these goals
Trains staff on products and services (through formal training and one-on-one coaching/ mentoring) by focusing on the sales process to ensure maximum lead generation and high closure rates for new business
Assures adherence to budgets, schedules, work plans, and performance requirements
Develops personal performance plans with Inbound Sales Representatives and provides on-going sales coaching, performance feedback, and quarterly performance plan reviews
Conducts real-time phone monitoring and coaching to Inbound Sales Representatives in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary

Supervisor, Customer Care Resume Examples & Samples

Responsible for customer service and sales associate training, coaching, development, and motivation in achieving goals as well as documenting progress in performance objectives
Responsible for achieving team sales, productivity and quality metrics as well as other key performance measures to meet department and company objectives
Develop a high performance team of inbound service and sales associates
Work with Human Resources to recruit, hire, interview and select service and sales associates as needed
Provide the training, motivation and coaching to meet and exceed all performance goals assigned
Ensure service and sales team is adequately trained in product knowledge, sales, service techniques
Ensure consistency in tracking and administering service and sales associate performance including attendance, punctuality, hiring practices, performance improvement plans
High School Diploma or (GED) equivalent required. Bachelor’s Degree preferred
Two years of sales or call center environment required
Coaching and leading call agents preferred
Demonstrated ability to achieve above average sales preferred
Excellent communication and analytical skills required
Previous experience in residential cable television service or sales, High speed Data service or sales, sales/service experience in the telecommunications industry preferred

Supervisor, Customer Care Resume Examples & Samples

Supervises, coaches, counsels, and monitors Product Services, Account Services, and/or Customer Service and Sales Representatives in a manner consistent with Time Warner Cable policies, procedures, quality standards, customer needs and applicable local, state and federal regulations
Provides guidance to ensure effective use of sales and communication skills, and scripts
Ensures consistency of information
Adheres to the processing, retention, and compliance of Time Warner Cable’s departmental administrative forms and records as prescribed
Provides reports analyzing activity and statistical data, supervises the department to ensure customer service and sales goals are met, and provides results to management
Provides various reports using the CSG billing system
Works with Call Center management team to establish goals
Monitors Call Center tracking systems to ensure adherence to schedules and call management
Uses Kronos system to manage payroll for customer service team
Interfaces closely with marketing on campaigns, incentives, goals, and special projects
Works with construction, audit and installation on various customer related issues
Works with the Customer Service Manager and system trainers to ensure that employees are given the necessary resources and training in order to perform their jobs effectively
Monitors performance to ensure quality standards and objectives
Resolves complaints concerning billing or service rendered, referring complaints of service failures to designated department for investigation
Maintains team availability data in Workforce Management system
May be responsible for operations and administrative functions, as required at the system level
Assists with special projects as needed
May cover for Customer Service Manager
This position supervises employees of the Customer Service department
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Associate's degree in Business, communications or related field from two-year college preferred; or equivalent combination of education and experience
Three to five years previous experience in a fast-paced high volume call center preferred
Previous experience supervising, coaching and developing staff preferred
Knowledge of ICOMS and phone systems a plus

Supervisor, Customer Care Resume Examples & Samples

Supervise and monitor Help Desk
Implementation of training programs of customer support staff including ongoing training program as part of a continuous improvement plan
Review and analyze customer and operational data to drive insights into actions for the business
Handle department scheduling to ensure maximum coverage of department functions. Organize and delegate tasks within the department
Supervise and ensure the highest levels of customer satisfaction and manage the annual customer satisfaction survey
Lead by example, to keep team motivated, increasing and maintaining a high level of job performance
Assist in identifying performance and training issues using performance measurement tools such as call monitoring, random complaint and support ticket review
Ensure sufficient customer satisfaction by monitoring statistics and team levels. Will work with other supervisors to make recommendations on schedules for breaks and lunches and longer term (3 months) team planning
Handle and resolve difficult internal and external problem calls. Coaching staff to better handle these types of calls
Assists in training and monitoring procedures for support staff
Will ensure delegation for quick resolution or dispatch to customer site as needed
Develop job aids and standard operating procedures to optimize customer satisfaction
Serve as Site Security Officer and perform all duties required for this role

Supervisor, Customer Care Resume Examples & Samples

Works with the Customer Care Manager to set team goals, formulate plans to achieve, and track results
Leads, motivates, coaches and supervises the Customer Care Team
Fosters teamwork and builds a safe environment which encourages and establishes trust
Oversees daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits) business operations
Plans, prioritizes and directs work flow and project assignments
Monitors efficiency and productivity to ensure the following service standards and key performance indexes (KPIs) are met
Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit; including, providing recommendations, coaching and implementing solutions to improve results. Administers performance management where necessary
Handles escalated customer issues either through direct personal action or referral to the respective individuals/departments
Identifies process gaps and issue, recommends process improvements and system enhancements for enhanced efficiency and productivity
Demonstrates the ability to recognize sales opportunities, coach and develop the team to be commercially aware when handling customer calls
Be an effective Change Agent, who leads by example
Be a trusted partner and advisor to other functions (i.e. Sales, Marketing, Accounting, etc.) and builds strong relationships with the functional leaders
Be an ambassador for creating positive customer experiences. Make joint visits with sales/marketing team as and when necessary to solicit feedback (voice of customers) and grow business relationships together
Develops direct reports’ skills, monitors and evaluates performance and provides feedback
Ensures compliance to company policies and procedures (References SOPs and approval processes) accurately and a good record of documentation maintained for audit purposes
Assist in any other tasks or projects assigned appropriately by the Customer Care Manager
A Diploma or Bachelor’s Degree in Science/Business/Supply Chain disciplines
3 - 5 years of Customer Care experiences, with at least 2 years of progressive team-leading experience
Must be able to work in a fast paced environment handling multiple demands
Demonstrates good judgment, tact and diplomacy in dealing with internal and external customers as well as the ability to handle confidential and/or proprietary information
Knowledge of Oracle Enterprise One (E1) or SAP will be an added advantage
IND-APAC

Supervisor, Customer Care Resume Examples & Samples

Provide leadership / assistance to lead agents directly supporting our CARE agents and customers resolve escalated issues
Develop processes and training programs that will proactively improve call handling, increase first call resolution rate and promote self-help options to recognize cost reduction potential
Monitor productivity reporting and take appropriate action to ensure positive productivity results
Conduct quality control phone call monitoring to evaluate performance, identify strengths / weaknesses and ensure that a high quality of work is being performed
Support and encourage all company policies with corrective action as required
Bachelor’s Degree or equivalent work experience
Minimum of 4 years’ experience focusing on communications with internal and external customers
Must have recent Supervisory or “lead” experience in a contact center environment providing leadership for 15 or more employees
Experience with customer relations, communications. Must be patient, flexible, dependable, and have an outstanding attendance record

Supervisor, Customer Care Resume Examples & Samples

Supervise daily call center operational functions and responsibilities of representatives to ensure service delivery metrics are met
Rotate coverage for evening hours and holidays with peer Supervisory staff to ensure coverage for all hours of operation between 8AM and 8PM
Analyze incoming workload and create accurate forecast for staffing and scheduling requirements
Create staffing schedules and monitor adherence, reconcile payroll, and coordinate time off the call floor for training, vacation, and project work
Recruit and develop representatives by ensuring appropriate training is provided for their role/s, designing SMART goals, closely monitoring development and assessing skill and knowledge level, conducting performance reviews, and effectively designing plans for development
Monitor calls to observe employee performance as it applies to service delivery, technical accuracy, and conformity to company and departmental policies
Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of performance goals
Provide timely feedback through ongoing coaching and development utilizing established coaching and feedback standards within Customer Care
Assess performance of representatives to ensure appropriate information is released to the customer in an accurate, consistent manner that complies with FDA regulations, U.S. REMS SOPs, and technical and service delivery standards
Serve as Subject Matter Expert for REMS processes supported by Customer Care and service standards established for Customer Care
Maintain complete knowledge of all tasks in order to ensure accuracy and efficiency in performance
Maintain correspondence with external partners including Drug Safety, Medical Information, Order Management, Quality Systems, Commercial Team, HR, and other departments regarding Customer Care issues as needed
Assist with escalated issues in accordance with documented policies and procedures
Assist in the updates of new or existing work instructions and SOPs. Identify, recommend, create, and implement improved documents
Compile data and assist with the preparation of routine departmental reports
Provide communication and follow up to ensure representatives are fully informed of all new information related to procedures, customer needs, company related issues, changes or actions
Maintain harmony among staff and resolve grievances
Additional projects or responsibilities as assigned
Team-Building and People Management Skills
Experience with FDA REMS programs a plus
Proficient in MS Word, PowerPoint, Excel

Supervisor Customer Care Operations Resume Examples & Samples

Resolves intermediate to complex questions or problems that reflect substantial variety and detail. Serves as a resource for lower level representatives
Coordinates the day-to-day activities of Customer Service Representatives receiving incoming telephone calls. Intercedes on incoming telephone calls with difficulty customers and/or requiring in-depth knowledge of the organization’s products/services
Serves as first escalation point for problem resolution. Anticipates customer needs and proactively identifies solutions. Seeks guidance from managerial staff only for the most complex and critical or escalated questions or problems
Provides technical guidance on more complex issues; plans, prioritizes, organizes and completes work to meet established objectives
Monitors trends and notifies manager of re-occurring or high priority issues. Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Answers questions and recommends corrective services to address customer complaints
Supervises daily call monitoring to provide feedback and coaching of team members according to quality standards. Supervises operations of all Customer Care Representatives for scheduled shift, reporting necessary issues or concerns
Maintains records of customer interactions, records details, complaints, comments, and action taken. Contacts customers to respond to inquiries or to notify them of investigation results and planned adjustments
Continues to look for ways to improve current process with enhancements and ideas. Identifies areas where additional development is required and makes recommendations to management on how to achieve necessary results
High School Diploma or GED and at least 3 years of experience in a contact center OR a Bachelor’s Degree and at least 1 years of experience in a contact center
Experience in identifying operational issues and recommending and implementing strategies to resolve problems
Experience building and maintaining relationships within a team
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates
Basic email skills, internet explorer (sending, receiving, and organizing communications)
Basic level skill in Microsoft Word (for example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions)
Pharmacy Technician Certification granted by the state in which practice is conducted (Only Needed for Clinical Call Centers)
At least 1 year of experience in indirect management of team members, including assisting in the development, training and assignment of work/projects to other team members

Supervisor, Customer Care Resume Examples & Samples

Partners with Customer Care Manager in overseeing the training and development activities for the Customer CARE Representatives in responding to customer inquiries, requests and issues
Partners with Customer Care Manager in overseeing all associate relations functions for the Customer Support Representative such as hiring, terminating and performance management
Partners with Customer Care Manager in monitoring the overall performance of staff members to ensure compliance with policies, practices and approved customer service processes
Partners with Quality performance Team in support of Quality Monitoring Performance initiatives
Responds to customer inquiries, requests and issues when situations get escalated to a higher level of authority other than the Customer Support Representative level
Partners with Customer Care Manager and Work Force Management Team to implement and manage the documentation, monitoring and evaluation of all customer service performance measures, including phone system reports, critical success measures, end of month reports, duties and responsibilities
Tracks and measures individual and team productivity and quality results for staffing forecasts. Identifies coaching opportunities and works with individual associates to drive improvements in overall service levels, transactional efficiencies, and cost management as well as increased understanding of workforce management methodology and related policies
Reviews daily reporting of hours through the Kronos & Workday time-keeping system(s)
Partners with Customer Care Manager to facilitate department meetings and in-service training
Actively participates in performance management and succession planning activities to enhance associate performance and development; sets expectations for high performing work teams; manages pay recommendations and encourages personal and professional career development
Proficient knowledge of systems utilized in Care

Supervisor, Customer Care-retention Resume Examples & Samples

Conducts real-time phone monitoring and coaching. Provides immediate feedback to agents, which are focused on retaining customer who request to disconnect or downgrade services, to enhance quality and improve performance
Develops personal performance plans with agents that are focused on retaining customers who request to disconnect or downgrade services. Provides on-going performance feedback and quarterly performance plan reviews. Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service
Communicates and manages expectations for quality and accuracy of work
Maintains an environment that supports ethical business transactions. Ensures team members have a clear understanding of performance and behavior criteria and how it impacts site performance and the overall customer experience
Develops and leads an effective team that improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services
Partners with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role
Collects and compiles data to identify opportunities for service improvement. Ensures competence and continuity of qualified agents through optimum selection, coaching, training and development, appraisal and motivation techniques
Conducts team meetings to deliver key communications, build team dynamics, and provide employee recognition
Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment

Supervisor, Customer Care Technical Resume Examples & Samples

Supervisors are expected to reinforce all training initiatives and serve as a point of contact to funnel new information as required
Working knowledge of Windows XP, Windows Vista and Windows 7 operating systems
Familiarity with Macintosh operating systems
Ability to work a flexible schedule, including nights and weekends

Supervisor Customer Care Resume Examples & Samples

50%-Leads a team of associates in executing strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
25%-Recruit, hire, train and manage customer service representatives in completing their tasks and meeting goals established by leadership team
25%-Identify and address training and performance opportunities to improve position and department performance
2 years of experience in Call Centers

Supervisor, Customer Care Resume Examples & Samples

Provides routine staff supervision activities regarding staffing, disciplinary actions and performance appraisals. Interviews and screens applicants for positions within the department
Manage the department's customer/support services quality improvement programs to ensure member and provider satisfaction
Identifies training needs for the Customer Service Unit in developing specific training programs for the Service Center
Responsible for the training and development of lower level staff and maintaining a teamwork environment
Manage the complaint and grievance process

Supervisor, Customer Care-proprietary Brands Resume Examples & Samples

Daily - take escalations from customers as needed. Follow up with business leaders, as required to resolve outstanding tickets
20% Weekly - attend the Operations Leadership Meeting and on a monthly basis, bring relevant topics to discuss and vet. Follow up with DMs and District Services Managers and assist associates with escalations
25% Spend time on the floor coaching Associates by observing calls and associate activities while on the call and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions, abandoned calls are managed to the weekly/monthly metrics
15% Weekly: Prepare for One on One's with Associates and Manager. At each session, the following should be covered: Quality Audits, open and resolved tickets. For all missed points, provide a specific response, which would have more quickly resolved the customer's concerns. One on One with Manager: Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates. Monthly: Track the quality audits and VOC for each associate on Team
Must be legally permitted to work in the United States
1 year of experience supervising teams
Experience working in collaborative cross functional team
Attention to detail, good follow-up skills

Supervisor, Customer Care Resume Examples & Samples

Quick-learner with excellent problem-solving skills, an ability to manage multiple priorities within a fast paced environment and a commitment to high standards and customer focus
Boundary less thinking and experience working with and influencing cross-functional teams and departments
Delegates customer service department procedures
Acts as a liaison between customers, operations, sales, field service and order processing to resolve status, production, delivery and billing inquiries
Ensure continued improvement on quality metrics and that the team meets agreed performance levels
May provide quality analysis and reporting to aid leadership in understanding performance drivers and critical issues affecting service delivery
May collaborate with other departments to create programs aimed to improve performance
Handle escalations that cannot be resolved by agents
Resolve complaints and order issues
Ask customers to provide feedback on agents and customer service experience
Keep abreast of new company products and services
Analyze data and statistics
Compile and print reports on overall customer satisfaction
Isolate and identify areas of improvement
Train agents on how to adequately address problem over the phone or how to write correspondence
Work with management on customer service initiatives
Minimum 3 years of experience in a Lead/Supervisory support role
Strong, high volume customer service skills
Some Management skills
Should have extensive working knowledge of their subject matter
Detail oriented with strong analytical skills
Ability to communicate at all levels and manage a team
Ability to work independently on multiple activities, showing appropriate prioritization and escalation skills for themselves and team
Encourages and enables compliance with practices and methods of working while proactively seeking to improve good service skills and service-minded attitude
Previous experience in accounting or financial services is helpful
Fluent English mandatory

Supervisor, Customer Care Resume Examples & Samples

20% Weekly - analyze minimum of 2 resolutions for each direct report. Review potential resolutions with the associate metrics WTD, MTD and QTD to include the following: Quality audit, number of Open vs. Resolved calls, Attendance, ways to reduce concessions
10% Other projects and Tasks as assigned by Management
Call Center Experience
Vendor Management
Negotiating skills
Conflict management skills
Supervisory/management skills

Supervisor Customer Care Resume Examples & Samples

Two years’ recent experience in a health care setting
Lead/Supervisor experience
Knowledge of call center principles and operations
Thorough understanding of managed care principles, models, and reimbursement methodologies
Familiarity with DMHC regulations
Computer literate, to include experience with electronic mail, word processing, spreadsheets, and database programs
Solid understanding of English grammar, vocabulary and punctuation
Able to follow strict timelines and manage multiple tasks concurrently
Must be flexible
Able to work independently and as a member of a cohesive, results-oriented team
Ability to execute tasks with minimal instruction
Demonstrated ability to supervise, motivate and coach staff
High level of integrity; ability to maintain confidentiality
Coursework in medical terminology and/or medical billing
Must be able to lift 5 – 20 pounds, primarily paper reports and filing

Supervisor, Customer Care Resume Examples & Samples

Under the direction of the assigned manager, the Customer Service Supervisor is responsible for the supervision performance of Customer Service Representatives (CSRs) in all activities, including those which contribute to the acquisition, satisfaction and retention of customers
Recruits, interviews and recommends for hire customer service representative candidates
Analyzes and monitors daily telephone activity to ensure compliance with performance standards
Plans and organizes work flow
Establishes and communicates goals that result in excellent customer satisfaction and achieving business objectives
Trains, evaluates and counsels employees to help improve performance and productivity in customer service. Responsible for CSRs meeting customer service standards
Assists in the handling of assigned administrative responsibilities
Assists in determining the resolution of all customer situations
Operates computer and other office equipment as required
Demonstrates and ensures compliance with The Customer 1st philosophy
Other functions that may be assigned
Bachelors Degree Preferred
High school diploma or GED equivalent required
One to two year’s call center experience supporting inbound customers required
Telephony experience required
Leadership experience required
Experience training, evaluating and coaching call agents required
Ability to communicate effectively with company personnel, customers, business and professional people at all levels
Ability to maintain records in a well-organized manner
Knowledge of computer operations

Supervisor, Customer Care Resume Examples & Samples

Partners with Customer Care Manager in overseeing the training and development activities for the Customer Care Representatives in responding to customer inquiries, requests and issues
Partners with Customer Care Manager in overseeing all associate relations functions for the Customer Care Representative such as hiring, terminating and performance management
Responds to customer inquiries, requests and issues when situations get escalated to a higher level of authority other than the Customer Care Representative level

Supervisor Customer Care Resume Examples & Samples

Analyzes performance metrics; conducts, monitors/audits employee phone calls or off-phone work responsibilities to provide necessary coaching and monitoring to ensure individual and team is performing to department performance expectations. This includes performing one on one coaching; team meetings; up-training new procedures and new product offerings; accruals/payroll update tracking, performance appraisals, interview and selection for new hires within all skill areas, as well as conducting disciplinary action and termination
Provides necessary floor coverage in a 24x7 call center operation to all representatives to ensure supervisor availability and necessary interactions
Identifies department efficiencies by reviewing current departmental practices and procedures through partnership with peers and co-workers
Recommends and implements changes to improve departmental operations through established change control and governance processes; key player in development of new departmental practices and policies including the communication and successful implementation of changes
Receives and handles escalated agent and consumer calls
Resolves and investigates potential volatile situations to resolve in a manner that balances customer satisfaction with MGI policies and regulations
Keeps up-to-date on wire transfer and money order procedures through refresher training, study of knowledge base, as well as handling customer phone calls
Performs other duties and/or special projects as required
1-3 years' direct supervisor experience, preferably in a Customer Service contact center, including basic knowledge of human resource policies and procedures
Strong analytical skills - proficient in compiling stats and evaluating reports
Ability to train and develop staff members, as well as delivering feedback in a positive manner
Excellent internal and external customer service skills
Excellent oral and written communication skills ability to work closely with a wide variety of people and positions in a diplomatic and professional manner
Ability to manage multiple tasks and work well/effectively under pressure
Excellent time management skills ability to work a varied schedule to best accommodate business needs
Proficient in MS office/windows and basic office equipment

Associate Supervisor, Customer Care Resume Examples & Samples

Be available and able to assist with inbound call volume as necessitated, including evenings based on business need
Provide and maintain current knowledge regarding policies, programs, and all issues related to delivering customer centric service
Provide daily direction and communication to the team and assist with daily operation to include work assignments, staffing, training, coaching and evaluating team members
Track productivity of assigned team by running specific reports, noting and communicating variances outside of established guidelines, and summarize relevant points, for the Manager
Work across teams and functions, to ensure consistent understanding of Department Communication, and execution of that action. Provide management with a continual evaluation of the effectiveness of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal partners and external customers
Assist in providing selected training and orientation to new team members to ensure operational procedures and policies are understood and followed. Schedule additional training as needed for team members
Monitors calls and processes, to ensure quality and accuracy
Delegates work when staff members are out of the office, and able to fill in as needed
Administer staff resource management tools to maximize department performance and ensure service level agreements are met for business unit. Develop schedules based upon service level standards for phone calls, emails and non-phone assignments
Demonstrate sound judgment and decision making abilities within one’s Grant of Authority

Supervisor, Customer Care Resume Examples & Samples

Maintain a high level of customer satisfaction and timely resolution to customer service issues
Manage and assist employees with work related problems or situations
Coach and develop Customer Care Agents
Evaluate calls for customer service quality, interpersonal effectiveness and accuracy of information captured utilizing departmental score card
Conduct Annual Performance Reviews for assigned team members
Provide regular feedback to manager on staffing related issues
Develop staffing schedules for call center operation
Identify problems and handle difficult employee and client situations
Serve as a back up on phones as needed
Assist the Manager with operational strategy, process control, staff selection and management reporting
Report, track and resolve product and process problems
Interface between general support staff, management, product management, product development, product implementation, and product support
Responsible for call center statistical tracking and trending
Assist with technical writing/approval relative to customer and internal documentation
Will be required to work evenings and weekends as needed
Minimum of 3 years experience in a call center environment
Minimum of 2 years of leadership experience
Strong knowledge of Word, Excel, Outlook and the Internet Explorer
Must be able to effectively communicate between customers, staff and management
Above average interactive, planning, time management and detail skills
Resolution oriented, takes initiative
The ability to develop, evaluate and motivate
The ability to resolve conflicts with customers (residents) and clients (apartment communities)
Familiarity with RealPage products, other property management software, preferred
College degree preferred; high school diploma or equivalent required
Property & Casualty Insurance License preferred
The position is a mix of tasks including attending meetings, preparing reports, training, supervising staff on the floor and high customer engagement; generally via telephone

Supervisor, Customer Care Resume Examples & Samples

Assists department manager with supervising, interviewing, selecting, promoting, scheduling, training, motivating, evaluating and disciplining of assigned group of Customer Service Representatives
Assists in answering and responding to the overflow of telephone calls to the Customer Service department and researches, resolves and responds to difficult customer inquiries
Reviews telephone activity reports to develop objectives related to increasing the skill levels of Customer Service Representatives and to improve the productivity and customer service levels of the department
Monitors the Customer Service Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
Partner with Human Resources to administer company policies to include performance and attendance as well as recruitment hiring, interviewing and selection
High school diploma or equivalent experience required. Bachelor degree preferred

Supervisor Customer Care Resume Examples & Samples

Responsible for customer service training, coaching, development, and motivation in achieving goals as well as documenting progress in performance objectives
Responsible for achieving team productivity and quality metrics as well as other key performance measures to meet department and company objectives
Work with Human Resources to recruit, hire, interview and select service associates as needed
Ensure service team is adequately trained in product knowledge, and service techniques
Monitor and report all individual and team performance on a weekly, monthly, quarterly, and annual basis using available tools such as agent/team score card as well as other performance tools
Communication of changes, product roll outs and key objectives via a variety of methods to ensure associate understanding and implementation
Resolve all customer related issues including escalations with the focus on superior customer satisfaction
Work with team to evaluate agent mastery of systems including billing, desk top tools and techniques to maximize agent performance and productivity
Minimum of two years of customer service experience required; experience in a call center environment preferred
Previous leadership experience preferred
Experience coaching and leading call center agents preferred
Experiences with Microsoft office products, specifically Excel Access, as well as SQL database management preferred

Supervisor Customer Care Resume Examples & Samples

Play a key role in leading and owning Customer Care Team or Flow Solutions Group (FSG) Key Initiatives, assignments, and projects to support the organizations’ goals and strategies
Education: Bachelor Degree in Accounting, Business Administration, Finance and Engineering or any other related fields or experience
Experience: At least 3 years of people management and leadership experience or proven success in a Team Lead role within the Flow Solutions Group
At least 3 years of customer or technical service experience
At least 2 Years job related experience in any of these additional areas
Subject Matter Expertise
Training Coordination
Solid keyboard skills and a strong proficiency for using Windows & MS Office applications is a must
English Proficiency (Written & Oral) Level should be at least B-2 (Upper Intermediate)
Must be willing to work on North America shift schedules
Business Understanding
Ability to maintain a positive working relationship and building effective teams
Ability to guide, mentor, motivate and coach team to achieve goals
Ability to interpret a variety of instructions furnished in written or oral form
Education: Engineering degree is preferred
2 to 4 Years customer service or technical services experience within the Flow/Emerson organization, preferred
Experience working in multifaceted organization
Prior experience working with North America customers and colleagues
Understanding of Flow/Emerson products, tools, systems, and policies
Knowledge of the operations, related to processes and product
Competence in usage of Emerson’s business and systems tool

Supervisor, Customer Care Resume Examples & Samples

Supervise, interview, select, schedule, train, motivate, evaluate and discipline assigned group of Customer Care Agents. Prepare and conduct annual reviews
Assist in answering and responding to the overflow of telephone calls to the Customer Care department and research, resolve and respond to difficult customer inquiries, as well as assist agents on the floor as needed
Review telephone and sales activity and other reports to ensure validity and bubble up reporting errors. After reviewing reports, develop objectives related to increasing the skill levels and performance enhancement of Customer Care Representatives and improving the productivity and customer service levels of the department
Monitor the Customer Care Representatives’ telephone calls and review quality assurance data/scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
3-5 years’ sales experience is required
1-2 years’ supervisory experience in a high-volume call center strongly preferred

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