Customer Care Operations Supervisor

Team Leadership:

• Manage and coach a team of customer service representatives providing guidance and feedback to optimize performance.
• Assign tasks and monitor workload distribution to ensure efficient operations.
• Conduct performance evaluations and provide regular feedback to team members.

Customer Service Management:

• Supervise and mentor customer care representatives assigned to Software as a Service Tier 1 support and other specialty teams.
• Develop and implement customer service SaaS T1 policies and procedures.
• Handle escalated customer issues and complaints resolving them promptly and effectively.
• Monitor customer satisfaction levels and identify areas for improvement.
• Analyze customer feedback to identify trends and implement necessary changes.

Operational Oversight across Customer Care / Technical Support Contact Center:

• Monitor key performance indicators (KPIs) like response times resolution rates and customer satisfaction scores.
• Implement new technologies and processes to streamline customer service operations.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Analyze customer and internal team feedback and implement improvements.

Training and Development:

• Ensure comprehensive training programs for new and existing CC/TS representatives are developed and roadmapped.
• Provide ongoing training on SaaS product knowledge customer service best practices and new system updates.
• Identify individual training needs and provide targeted coaching to improve performance.
• Monitor and evaluate team performance and provide feedback.

Reporting and Analysis:

• Generate reports on team performance customer feedback and key metrics to identify areas for improvement.
• Analyze customer and internal data to identify trends and potential issues.
• Collaborate with other departments to share customer insights and drive business decisions.

Lead SelfService Portal Onboarding Program:

• Build project plan to onboard customers to Badger Meters new Self Service portal.
• Analyze registration and usage of eligible customer contacts.
• Create communication campaigns to spur adoption within no/low usage customers.
• Collaborate with other departments to develop and deploy customer facing training programs.
• Drive selfservice portal requirements and enhancements.

Education and Experience:

• Bachelors degree in BA or BS required

• 5 years of related experience in Customer Operations/Service Management and prior experience in a leadership and development position with a proven record of improving customer satisfaction desired. Significant experience may be considered in lieu of a formal degree.

• Project Management Contact Center and Six Sigma/Quality Certifications preferred

Qualifications:

• Ability to handle highpressure situations and customer escalations

• Knowledge of customer service best practices and quality standards

• Leadership and team management experience

• Strong problemsolving and analytical abilities

• Strong communication and interpersonal skills

• Proficient in customer relationship management (CRM) systems and other relevant software

• Ability to analyze data and generate reports

• Strong conflict resolution and problemsolving skills

Competencies:

• Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decisionmaking responsibilities to individuals or teams with clear boundaries expectations support and followup.

• Coaching: Engaging an individual in developing and committing to an action plan that targets specific behaviors skills or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.

• Decision Making: Identify and understand problems and opportunities by gathering analyzing and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria generating and evaluating alternatives and making timely decisions; take action that is consistent with available facts and constraints and optimizes probable consequences.

• Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals and then tracking results and evaluating performance effectiveness.

• : Ensuring others contribute to organization strategies by focusing them on the most critical priorities; measuring progress and ensuring accountability against those metrics.

Working Conditions:

• Work is performed in an office environment and requires the ability to operate standard office equipment.

• Work is performed in close proximity to others.

• Must be able to sit for prolonged periods of time.

• Requires prolonged periods of talking/listening.

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