Customer Care Supervisor Jobs

Company : ABC Fitness Solutions

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

INTRODUCTION:

This position is directly responsible for the day-to-day operation of the call center and is directly responsible for the overall productivity of the call center.

WHAT YOU’LL DO:

• Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
• Tracking attendance
• Manage daily call center activity
• Rotating schedule to assure supervisory coverage in the evenings and possibly on Saturdays.
• Fast paced and positive
• Manage departmental standards
• Reports
• Payroll
• Must be able to accurately and effectively communicate direction with other departmental staff members both verbally and in writing
• Service level
• Ability to multi-task in a fast-paced environment
• High school diploma or equivalent
• Customer service/call quality
• Bi-lingual is a plus but not required
• Demonstrated leadership qualities
• Strong organizational and time management skills
• Schedule adherence
• And more! – so many benefits we couldn’t even fit them all here!
• 7 years of relevant experience (less required with degree)
• Performance evaluations
• EAP – we get you help when you need it. Period.
• Maintain a quiet to moderate noise level work area
• Scheduling and attendance issues
• Productivity
• Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
• Any other duties as assigned by leadership
• Must type 40 WPM
• Time Off – with our open PTO policy, you pick when you want time off when it’s best for you!
• Attendance
• Directly supervises their Customer Care Team Lead and up to 25 representatives and all their daily activities; Responsible for meeting the production guidelines and ensuring the quality of service of the call center
• Regular and reliable attendance required
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
• Monitoring individual standards
• Talk time
• Share best practices and suggestions for performance improvement both within their team and throughout the Customer Care center.
• Employee may be required to furnish mobile services and devices necessary to receive business communications on a continual basis; including voice, text, email, and ability to connect to ABC’s enterprise email server
• Assisting the representatives with questions concerning accounts
• Hold time
• Answer speed
• Must be flexible to work additional hours if needs of the business so dictate.
• Experience with the i870, Microsoft Word, Excel, Power Point, MS Teams, Outlook
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• Responsible for the overall quality of service provided by the department for our clients
• Provide employees with timely, effective, and accurate performance reporting and information, including leading regular team meetings.
• Medical/Dental/Vision coverage
• Must be extremely detail-oriented and able to make sound decisions
• Abandoned rate
• Excellent verbal and written communication skills
• Conduct performance-based coaching
• Experience with Ignite suite preferred but not required
• 1 to 2 year supervisory experience in a call center environment.
• Staffing
• Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
• Responsible for the growth and development of both the leaders and the representatives within the Customer Care center.
• Communication with employees of changes to current systems
• Disciplinary issues including recommendations for terminations
• Develop and implement reward and recognition programs, projects, and initiatives
• Call quality
• Manage employee activity and development
• Improve employee performance by implementing customized agent training and development plans, using available reports, feedback and call analytics information
• Must be able to evaluate employee performance and communicate the information to the employee
• Responsible for supervising the daily activities of all assigned employees and their daily tasks as needed