Our Tyler, TX client is seeking a Customer Care Supervisor. This client offers a competitive salary package, comprehensive benefits and a dynamic work environment. Open to relocation for the ideal candidate.
JOB SUMMARY
Reporting to the respective department manager, this position performs the administrative, facilitative coaching and development duties necessary to lead and maintain a high performing team that is motivated to achieve the business goals of the call center and the Company. Continually identifies opportunities for process improvement, revenue generation, revenue protection, and customer retention. Performs analysis to determine present and future operational performance relating to Customer Care. Gathers, analyzes, prepares, and summarizes recommendations for operational plans, trended future requirements, forecasts, etc. Responsible for leading a team of Business Analyst’s to achieve call center initiatives and supervises a large diverse work force. Plans for and implements a program of continued development resulting in enhanced communication and coaching skills for team members and self.
ILLUSTRATIVE ACCOUNTABILITIES
• Promotes revenue generation as outlined by the departmental scorecards. Utilizes incentives and contests to motivate team members resulting in team achievement of goals. Consistently coaches to, implements and executes company preferred sales techniques.
• Performs analysis to determine present and future operational performance relating to the Call Center. Gathers, analyzes, prepares, and summarizes recommendations for operational plans, trended future requirements, etc.
• Performs on-going analysis of Call Center performance including tracking and analyzing performance and reporting actual performance to standards; analyze performance trends and impact on goal achievement.
• Assist Call Center leadership in identifying issues that may adversely affect Call Center performance.
• Uses a variety of database software techniques to produce various media tools such as: reports, charts, graphs, lists, and labels, memos with exposure to SQL Server and ACCESS databases.
• Maintains various database tables by inputting new or changed information. Assures database and report correctness by checking data accuracy, applying reasonability checks, maintaining audit trails.
• Interprets available data to point out significant trends in operational statistics, and prepares conclusions and forecasts based on those trends.
• Creates an environment in which team members are focused on the ultimate customer and employee experience. Proactively identifies opportunities to improve the customer experience through coaching and mentoring team members.
• Demonstrates a high degree of leadership, high personal standards, and professional ethics. Promotes a positive work environment.
• Role models as a team-player. Practices consultative interpersonal techniques and an adaptive style with others. Demonstrates relationship management skills and exhibits a proficiency in conflict management and resolution.
• Demonstrates ability to analyze data with attention to detail, making critical adjustments when necessary.
• Effective in demonstrating the ability to positively influence others and be able to effectively champion and implement ideas.
• Demonstrates the ability to interface across multiple disciplines within one organization and effectively communicate information, build partnerships, demonstrate the “one team” approach, while achieving timely results.
ESSENTIAL JOB FUNCTIONS
• Proven interpersonal communication skills.
• Effective communication skills with strong written, oral, and listening capabilities.
• Analysis of the systems and decision making for best practices concerning the companies technologies.
• Data analysis and interpretation skills.
• Ethical standards and professional demeanor.
• Willingness to work flexible shifts.
• Proven time management skills.
• Ability to multi task in a fast paced telephone environment.
• Ability to effectively read, write and understand the English language.
• Some travel required.
JOB QUALIFICATIONS
• Phone, IT, and WFM systems knowledge preferred.
• A minimum of four years experience in the Telecom/Cable Industry or call center environment preferred, particularly with account services, sales or in a technical environment.
• Four years of positive customer service experience in productivity- based environment is required.
• Two years related advanced education required. Four year degree preferred. Additional positive customer service experience may be substituted. Individuals without the advanced education requirement will need a minimum of six years customer service experience in a productivity based environment.
• Working knowledge of Microsoft Office products, with proficiency in Excel and Word.
• Experience giving presentations to an audience, resulting in effective communication to a team or audience.
• Proficiency with relational database management systems including Microsoft Access and Microsoft SQL 2000 or greater.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Experience with web programming languages including HTML and ASP.
• A minimum of two years previous leadership experience with a primary focus on coaching and developing others is required.
WORKING CONDITIONS
• Ability to work in climate-controlled areas
• Exposure to typical office environment
Please visit us on the web at www.frontlinesourcegroup.com
Equal Opportunity Employer, M/F/V/D. Candidates must have authorization to work in the U.S. Clients will not sponsor visas.
Frontline Source Group™ is one of the fastest growing Information Technology, Accounting, Legal, Human Resources, Administrative, and Clerical staffing and direct hire firms with offices throughout Texas, Tennessee, and Arizona, with locations in: Austin, Dallas, Fort Worth, Plano, Houston, Sugar Land, The Woodlands, Nashville, and Phoenix.
Frontline specializes in matching top talent with companies for direct, contract, and contract-to-hire placements. We work with clients and candidates in all areas of the United States and Canada.
Frontline Source Group is a proud sponsor of www.jobertalk.com. Please visit the site to get involved with social job networking across the web.
If your resume needs some help, check out www.theresumecorporation.com to bring your resume the attention it deserves.