Customer Care Supervisor
Share
Job Location:
Des Moines, IA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
The Customer Care Supervisor leads a team of approximately 20 call center reps handling inbound and outbound calls placing client meal orders addressing questions and providing exceptional customer service. This position can be located at either our Des Moines or our Ankeny office and work Monday - Friday between 9:00am - 6:00pm. Occasional Saturdays may be required.
Position Responsibilities may include but not limited to
- Track and document employee performance both formally and informally
- Complete employee performance reviews
- Interview hire and terminate employees when needed with assistance from Human Resources
- Create and distribute necessary call center reports as requested by management
- Train motivate develop and coach employees to drive customer satisfaction efficiency and performance
- Determine training requirements for new hires and additional performance-based training for existing representatives as needed
- Answer Customer Service Representative questions and handle customer escalations
- Manage productivity based on call center metrics to ensure calls are being handled in an efficient and productive manner
- Schedule Customer Service Representatives based on call center volume and needs
- Approve weekly timecards and resolve employee issues per Company policy and/or with Human Resources assistance
- Coordinate and provide assistance in managing necessary call campaigns such as Welcome and Exit Campaigns
Required Skills and Experience
- High School Diploma or GED
- At least 5 years experience in direct customer contact call center environment to include a minimum of 2 years of experience in a supervisory role managing direct reports
- Proficient in Microsoft Office
- Strong problem solving and analytical skills
- Excellent verbal and written communication skills
- Ability to manage multiple priorities demonstrated flexibility and ability to adapt and implement change in a timely and effective manner
- Sincerity and passion for helping people
Preferred Skills and Experience
- Bachelors Degree
- Bilingual (English/Spanish)
- Demonstrated ability working with the elderly disabled and other individuals at risk exhibiting empathy and compassion to improve their quality of life support and access to needed services
Physical Requirements
- Repetitive motions that include the wrists hands and/or fingers
- Sedentary work that primarily involves sitting remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision depth perception and the ability to adjust focus
Company Overview
Moms Meals is a home-delivered meal service providing fully prepared refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community Moms Meals could be the place for you! We are a family operated business looking for fun compassionate and friendly people who want to make a difference in the lives of others.
EEO
Moms Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race religion national origin ancestry color gender age disability sexual orientation or military status.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
