Connections Personnel

New Providence,NJ


Great company to work for in New Providence looking for a Direct Hire Customer Service Supervisor The Supervisor assists the Account Manager with the day to day oversight of the Customer Service Representatives (CSRs) to ensure the team provides seamless client service. The Supervisor prepares and oversees the daily schedule to ensure the appropriate client coverage; assists with interviewing, training and monitoring the daily activities of the team. Key Responsibilities: Scheduling " Prepare the weekly CSR schedule to ensure seamless client coverage adjusting when necessary; manage time off requests to review with Account Manager and document attendance per company guidelines " Alert the team of unplanned schedule adjustments in the event the Account Manager is unavailable Work-Flow Processes " Serve as the first point of contact for CSRs when assistance is needed in handling customer concerns and escalations and provide CSRs with real-time coaching to resolve issues " Ensure correct procedures are followed and answer questions from CSRS regarding consumer handling via multiple channels " Propose process improvement recommendations to Manager; including but not limited to adding new subject codes, updating product information, suggestions for new response templates. " Draft FAQs and training documents and reports for review and approval by Account Manager. Update documents as needed " Submits IT tickets on behalf of the Account Manager New Hire On-Boarding and Training Programs " Participate in new hire interview process with Account Manager to evaluate candidates " Coordinate New Hire On-Boarding Program under the direction of the Account Manager " Participate in client training initiatives and ensure the team has up to date materials (SOPs, FAQs), ensure Litmos is updated CSR Coaching " Provide direction and feedback to CSR team in terms of improving email and phone responses via contacts review or on the call floor and provide guidance on how to better de-escalate a consumer call " Review call metrics reports and communicate individual statistics to CSRs on a weekly basis " Monitor the overall team and individual CSR productivity via review of reports and call monitoring; provide feedback to CSRs and review with Account Manager " Conduct ongoing call monitoring and participate in feedback and coaching sessions for CSRs with Account Manager to ensure consistent quality of service " Partner with QA Manager to document results of call monitoring and coaching sessions; maintain all documentation according to established SOPs " Provide input to Annual Performance Appraisals for CSRs Qualifications: Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets Ability to learn quickly and flexibility to adapt to changing needs and urgent projects A solution-oriented and positive mindset that openly embraces change and stretch goals Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues Excellent interpersonal, communication, and organizational skills and the ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat) Educations and/or Experience: High School diploma; College degree preferred 5+ years call center experience preferred utilizing ACD software, CRM systems, text, chat and email. Demonstrated ability providing technical support and troubleshooting via multiple channels Proficient in Microsoft Word, Excel, Outlook, PowerPoint Must be authorized to work in the US without sponsorship

Go Back