Supervisor Customer Support

* Job Title: Supervisor Customer Operations

* Grade: Exempt 55

* Job Code: 126110

* Supervises daily activities of team. Sets priorities to accomplish task or process completion. Decisions guided by policies, procedures and business plan. Typically does not perform same work as subordinates.

* Lead team meetings for communication, safety, coordination of work and team development.

* Conducts analysis related to call center metrics, reporting, customer satisfaction, quality and other ad hoc and special project requests.

* Develop and monitor the application of operating systems including policies and procedures, operating structure and information flow.

* Coach the team for improved performance and adherence to safe work practices; motivate the team to achieve goals through a variety of methods including recognition and success celebrations.

* May assist with special projects as assigned.

* Recognize and recommend operational improvements.

* Monitor performance of staff members according to established monitoring standards; this may include call monitoring.

* Responsible for all hiring decisions, coaching, disciplinary actions and performance management including conducting performance appraisals.

* Responsible for the day-to-day application of organizational policies and procedures.

* All other duties as assigned.

* Ensure that resources (tools, information, enabler support, etc.) are available for the team to provide on-time, quality service for the customer.

* Coordinate work activities to achieve the volume expected to meet operational requirements.

* Plans, directs, supervises and evaluates work flow.

* May lead team responsible for processing customer orders, bills and accounts; and applications for service initiation, maintenance and termination.

* Ensure that responses to customer inquiries are completed on a timely basis to achieve service and quality standards.

* Responsible for the day-to-day operations of a team of representatives that handle customer service inquiries and problems and/or customer support operations.

* Associate's degree in business or other related discipline, And 4 years directly related experience in a customer operations/call center environment; Or

* 6 years directly related experience in a customer operations/call center environment.

* May require travel.

* May be required to work non-standard work schedules.

* Fast paced environment with attention to ACD system and call times.

* Extended use of computer equipment including keyboard, monitor and mouse.

* Shared office environment in Customer Operations.

* Member will not be required to drive in order to perform their job duties.

* Member is not required to perform any safety sensitive duties.

* Collaborative skills to work with the team, members and members in other areas in shared decision making.

* Detail oriented.

* Process design/process improvement skills.

* Ability to facilitate team meetings and activities, utilizing formal facilitation techniques and processes.

* Knowledge of SAP and Microsoft Office Suite.

* Must be able to lead by example while maintaining flexibility and creativity.

* Must be available to work a flexible schedule relative to customer service hours of operation.

* Maintain professional demeanor at all times.

* Must understand the importance of goal attainment with a high standard of ethics.

* Ability to complete multiple tasks and manage time effectively to meet all assigned deadlines.

* Ability to motivate in a team environment.

* Analytical skills with the ability to organize data from multiple resources.

* Excellent customer service skills.

* Strong knowledge of customer service, billing and collection practices and environments.

* Advanced knowledge of call center process; rules and requirements governing customer service; and the customer service (computer) system; front office and back office.

* Ability to communicate effectively in writing and speech with all level of company management and with other internal and external contacts.

* Pre-Employment Drug Screen

$71,219 - $94,952