We are looking for a capable Customer Care Supervisor to organize and direct the staff of our call center. You'll be responsible for assessing their work and giving them the kind of feedback that maximizes their performance.
Our call center supervisor must have customer service and supervisory experience. The ideal candidate will have great communication skills, plus be able to lead and motivate a team. You'll be organized, reliable, and results-oriented.
Your goal will be consistent, excellent performance from your team to support out company's drive toward sustainable business growth
What You’ll Do as a Customer Care Supervisor
Minimum Experience and Qualifications
Benefits We Offer
Working at Advance Financial is more than just another job. We pride ourselves on creating a world-class experience for our customers and employees. Some of the benefits of this position include:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. Must be available to work all shifts, days, evenings, nights and weekends. Must be able to remain in a stationary position for 50% of the time.
Fast-paced retail service environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on merit, qualifications, and abilities. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, or any other characteristic protected by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. Any employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of their immediate supervisor and/or the VP, Human Resources. Employees can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment.
Help us create targets for individuals and teams
Hire and onboard new employees
Answer questions from staff and provide guidance and feedback
Anticipate escalation and take over calls when needed
Devise ways to optimize procedures and keep staff motivated
Measure team performance with key metrics such as call abandonment, calls waiting, etc.
Ensure adherence to policies for attendance, established procedures etc.
Keep management well-informed about issues and problems
Prepare monthly/annual results and performance reports
Proven experience as call center supervisor or similar supervisory position
Experience in customer service is essential
Proficient in English; Good knowledge of additional languages will be a definite plus
Working knowledge of MS Office
Tech savvy with knowledge of telephone equipment and relevant computer programs
Knowledge of performance evaluation procedures
Outstanding communication and negotiation abilities
A results-oriented approach
Excellent organizational and leadership skills
Ability to work under pressure