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Customer Care Supervisor

Company Name:
Surya
Position Type:
Full-time
Description:
The Customer Care Supervisor is responsible for ensuring daily effective and efficient handling of inbound and outbound customer calls. The Supervisor provides daily supervision and support for direct reports through training, performance measurement, quality assurance, staffing and coaching. In addition, the Supervisor resolves daily customer escalations and assists the Customer Care Director with process improvement initiatives. This is a full time salaried position. Core hours are 9am-6pm, Monday through Friday, however additional or changes in hours may be occasionally required to meet work requirements.
Reports to:
Director of Customer Care and Process Improvement
Accountabilities:
Provide daily direction, coaching and supervision for all call handling functions.
Implements and supervises daily quality control initiatives for customer interactions.
Establish, communicate, track and measure individual and team productivity daily/weekly/monthly.
Develops and maintains call handling procedure and training documentation.
Provides on-going training and development for direct reports.
Resolve all customer escalations within appropriate timeframe and assists the Customer Care Director in the elimination of customer escalations.
Assists the Customer Care Director with process improvement initiatives as assigned.
Provides phone and task coverage as needed to assist the team in maintaining service levels and production

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