The Supervisor - Client Care is responsible for the day-to-day operations and individual agent performance for Case Management teams. The primary function is to ensure that the supervisor fulfilling their full responsibilities, inbound and outbound calls are being processed effectively and efficiently, and cases are processed per client expectations.
Essential Duties & Responsibilities:
Selects, trains, and develops an effective and efficient staff:
Makes every reasonable effort to select, train, and develop qualified, diverse workforce.
Communicates performance standards and objectives; conducts performance appraisals. Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed.
Recommends salary adjustments, promotions, transfers and dismissals.
Develop team members through coaching and development opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings.
Administers all Department and Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety.
Monitors and ensures that team members are performing their functions safely and efficiently. Makes recommendations for changes or improvements,
Monitors team’s productivity, reports on trends, and recommends and implements changes to continually improve work productivity and efficiency.
Ensure that operational and customer related functions of the contact center are completed timely, accurately and sufficiently to meet standards.
Meets with peers and Manager regularly to discuss and analyze productivity, service and future plans for growth.
Assigns daily responsibilities to Agents (e.g. dedicated programs, outbound projects, etc.)
Ensures that system emergencies are handled appropriately, with direction and assistance from Manager, IT and/or the appropriate vendors.
Provide support to any agent with escalations, quality monitoring, calls, or general center responsibilities, when required Performs other related duties and special projects as requested.
Education equivalent to a High School diploma/GED or the equivalent in related work experience.
Two or more years of experience in a high-volume customer service environment.
Experience in a lead role, preferred. Demonstrates experience handling complex customer calls.
Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices.
Demonstrates intermediate knowledge in using various call center systems.
Demonstrates intermediate knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook.
Must be able to input, monitor and manipulate data within these applications.
Proficient in the English language.
Bilingual French/Spanish a plus.