client Support Supervisor 🔥
Location: Remote USA Essential Duties and Responsibilities:
- Ensure active monitoring of the floor is taking place, call volumes are being monitored and work with WFM and leadership as necessary to make immediate adjustments to support call volume handling
- Support leads in managing agent downtime by providing options for supplemental training & call center activities
- First point of escalation for Leads
- Support researching, handling, and resolving escalated external and internal customer issues
- Partner with leadership to drive continuous improvements, driving change and improvements by sharing feedback, participating in meetings, making suggestions and engaging in the improvement process
- Responsible for supporting call monitoring and quality assurance
- Responsible for hiring decisions, ongoing coaching, training, performance management, monitoring and the approval of time & attendance of Client Support Specialists
- Deliver ad-hoc training to agents as need arises
- Identify support needs as well as provide recommendations for ongoing training and Client Support Specialists success
- Participate in and lead 1:1 and group training to support skill development
- Prepare report outs as needed
- Ability to ask questions to drive towards positive outcomes for clients
- Acts as a subject matter expert in Client Support Specialist required skill sets and duties
- Supports call volume, as needed
- Strong understanding of company products, policies and services
- Leads and/ or supports other projects as needed
- Highschool Diploma or equivalent experience
- Customer Service experience
- Prior call center leadership experience
- Previous experience with phone customer service handling large call volumes preferred
- Strong computer skills and the ability to learn company software
- Proficient in Google Office applications (Gmail/Docs/Spaces)
- Excellent verbal and written communication skills
- Able to effectively and politely communicate positively and professionally with clients and coworkers
- Ability to travel approximately up to 10% of the time
- Ability to lift and carry up to 15-20 pounds
- Ability to sit, stand and walk for prolonged period of time throughout the work day
- Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.
Benefits for full time employees
- Medical/Dental/Vision Insurance
- Life Insurance
- Health Savings Account
- Flexible Spending Account
- 401(k) Matching
- Employee Assistance Program
- Flexible PTO Plan
- Pet Insurance
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