Supervisor Customer Care Operations

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are redefining the fleet management industry to be people first then business delivering on our promise of a superior client experience. This takes hard work and innovation and we need more likeminded people on our team.

What We Need

We are looking for a Supervisor Customer Care Operations to join Element Fleet Management. As the largest pureplay fleet manager in the world we provide unmatched products and services and solutions to our clients.

At Element employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients employees and investors by fostering a culture where every employee can make a difference!

Are You:

• Someone who has excellent written oral and interpersonal communication skills
• An individual with strong analytical problemsolving and negotiation skills

As the Supervisor Customer Care Operations you will be responsible for the successful of all operational processes of functional area. The supervisor ensures team members are properly trained and knowledgeable of the processes to consistently meet customer satisfaction.

A Day in the Life

• Oversees daily operations of contact center team by planning directing and evaluating team performance to ensure customer satisfaction compliance and standards
• Monitors interactions workflow and metrics of the contact center to ensure adherence to performance quality and efficiency standards
• Serves as primary point of contact for contact center and operations employees and resolves complex issues
• Resolves escalated/sensitive customer servicerelated issues in an efficient manner while promoting customer loyalty and retention
• Manages and maintains policies procedures and regulations to ensure compliance requirements are achieved
• Collaborates with training teams to develop review and approve of appropriate training materials and/or programs for contact center operations team members
• Supervise daytoday operations of assigned work teams; developing assigning and planning work schedules to ensure departmental goals are achieved and client service objectives are met
• Provide coaching development substantive performance feedback and training to team members and technical leads where applicable
• Motivate coach share best practices provide direction and enforce policies and standards to help the staff achieve departmental goals and objectives. Demonstrates Element People Leadership Capabilities: Leading Strategically Cultivating Curiosity Driving Results Influencing Others and Developing Talent
• Reviews and follows up on Customer Service Representatives (CSRs) electronic telephone and written inquiries to coach and develop CSR processes create performance improvement plans improve competencies and discuss corrective action as needed
• Analyze work volumes and identify and forecast trends and adjust staffing to ensure departmental metrics are met or exceeded
• Conduct rootcause analysis to identify sources of problems act as necessary to correct specific situations and eliminate the root cause of problems. Conduct first run yield analysis and other quality measures.
• Plan manage and implement special projects and initiatives

Requirements

• Bachelors degree or five years related experience
• 2 years of demonstrated success in supervising people in teams of 10 employees
• 3 years of customer service or client contact experience and / or prior experience working in Fleet Services industry preferred

Knowledge & Competencies

• Demonstrated experience with the ability to lead motivate and inspire employees to perform at their highest levels to achieve departmental goals and objectives
• Strong organizational planning decision making and proven analytical skills
• Ability to work under pressure using tact discretion and good judgment to respond to all requests in a professional and courteous manner
• Excellent skills in project management and analytics
• Detailoriented; flexible and creative
• Ability to make effective recommendations to develop methods and procedures that improve departments effectiveness and efficiency
• Able to follow strict timelines and manage multiple tasks concurrently
• Proficient working knowledge of the Microsoft suite (Word Excel PowerPoint)

The hiring base salary range for this position is $60400 $83100 annually. Actual compensation within this range will be dependent upon the individuals knowledge skills experience equity with other team members and alignment with market data. Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

Whats in it for You
A culture of innovation empowerment decisionmaking and accountability
Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
Additional benefits and amenities including paid timeoff programs (vacation sick leave and holidays)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity equity inclusion and belonging. We are pleased to consider all qualified applicants for employment without regard to race color religion gender identity age sex sexual orientation disability national origin Aboriginal/Native American status protected veterans status or any other legallyprotected factors. Disabilityrelated accommodations during the application and interview process are available upon you require an accommodation with our hiring process please send an email to or call.

Know Your Rights: Workplace discrimination is illegal