Customer Service Supervisor
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Job Location:
Teaneck, NJ - USA
Monthly Salary:
Not Disclosed
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Position Purpose:
Supervise the daily functions within the Customer Service/Call Center Department with responsibilities for providing quality service to our customers through the daily management of our Customer Service Representatives and Senior Clerks. Provides direction and communication to staff and ensures that customer inquiries are handled in a timely efficient and professional manner. Be influential in creating a customer-centric organization that ensures premier customer satisfaction by delivering high-quality efficient service and added value. A focus on Customer Experience will be at the forefront of all activities and interactions.
Primary Duties/Responsibilities:
- OPERATIONS
- Monitor real-time contact center metrics and adjust staffing accordingly.
- Manage scheduling adherence and daily operational needs.
- Ensure department goals/SLAs are met.
- Complete required reporting (daily/weekly/monthly).
- Assist Customer Service Manager with analyses and implementation of staffing needs.
- TEAM DEVELOPMENT & PERFORMANCE
- Oversee the day-to-day operations of Customer Service and Senior Clerks.
- Recruit train coach and mentor CSRs and support staff.
- Conduct performance evaluations and provide feedback.
- Develop training programs and ensure regulatory compliance knowledge.
- Monitor quality through call reviews and scorecards.
- CUSTOMER EXPERIENCE & ESCALATIONS
- Take an active role in escalation process to ensure customer resolution and satisfaction ensuring all customer escalations are handled in a proper and timely manner.
- Monitor customer satisfaction metrics.
- Ensure courteous professional customer interactions.
- Oversee complaint resolution process.
- COMPLIANCE & QUALITY ASSURANCE
- Maintain strong working knowledge and adherence of both regulated and contract customer service procedures.
- Monitor compliance with company policies and safety guidelines.
- Maintain quality standards through call monitoring and coaching.
- Ensure proper documentation and audit trails.
- PROCESS IMPROVEMENT & COLLABORATION
- Establish and optimize work procedures.
- Collaborate with internal stakeholders.
- Identify improvement opportunities.
- Participate in on-call rotation.
Qualifications :
Education/Experience/Background:
- Bachelors Degree or equivalent work experience.
- Minimum of 3 -5 years supervisory experience in a call center/customer service environment.
- 3 years of customer service experience analyzing and solving customer problems.
- Utility or Telecommunication experience is a plus.
Knowledge/Skills/Abilities:
- Excellent interpersonal verbal and written communication skills.
- Expert working knowledge of CMS and IVR systems.
- Proficiency with Google Apps; Gmail Sheets Drive etc. MSO (advance excel a plus).
- Demonstrated ability to work successfully in a fast paced environment.
- Ability to work independently with minimal supervision.
- Must be able to utilize sound judgment and decision making.
- Demonstrated skills in the areas of call monitoring coaching and performance evaluations.
- Excellent analytical problem solving and resolution skills.
- Ability to work effectively and communicate with all levels of managements customers and frontline employees.
Additional Information :
Pay Range: $85000 to $90000 per year.
Benefits: Veolias comprehensive benefits package includes paid time off policies as well as health dental vision life insurance savings accounts tuition reimbursement paid volunteering and addition employees are also entitled to participate in an employer sponsored 401(k) plan to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.
Sick leave 56 hours; Observed Holidays 11 days; Vacation Flexible Time Off
Eligible for up to 10% Annual Performance Bonus
We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.
Disclaimer: The salary other compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time subject to applicable law.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
Veolia aims to be the benchmark company for ecological transformation. Our mission to Resource the world demonstrates the unwavering commitment of our 220,000 employees to creating a positive impact for our planet. By joining Veolia Water Technologies, not only will you become a Re ... View more
