Customer Care Supervisor

ImOn Communications

ImOn Communications is the LOCAL choice for cable TV, high-speed Internet and phone service. We value the relationships we have with colleagues, customers, and members of our community and look forward to serving Eastern Iowa for many years to come. As we expand our service availability we are looking for a Customer Care Supervisor to be a part of the ImOn Difference! Our employees share a passion for building a culture of “Creating Connections One Person at a Time” and fostering a fun and rewarding work environment.

 

Along with the Director of Customer Care, the Customer Care Supervisor translates the company vision, mission, and strategies into functional activities within the department. Ensures the completion of well-defined departmental tasks; provides effective communication and supervision to department employees; works with the team to develop departmental and individual goals consistent with company strategic plans, policies and programs; fosters a spirit of team work, continuous process improvement, wellness, health and safety; monitors productivity, quality standards and cost objectives to ensure performance standards are being met or exceeded.

 

The Customer Care Supervisor is responsible for overall direction, coordination, and evaluation of Customer Care representatives.

 

Essential job responsibilities include but are not limited to:

  • Assist the Customer Care Director with interviews, hires, and supervises staff for inbound and outbound calling activities
  • Monitors and assists with training staff on all call types
  • Performs development activities, including all aspects of performance and behavior assessment, feedback, coaching, career-pathing, planning and guidance, corrective action and training
  • Actively engage employees in Catalytic Coaching, reward employees, and administer conflict resolution and corrective discipline up to and including termination if needed.
  • Set production goals ensuring that best departmental and customer experience practices are followed
  • Monitors daily team and queue performance; understands impacts to the business and takes appropriate action
  • Troubleshoots appropriate level of technical issues and is able to teach team to do the same
  • Resolves and/or addresses more complex customer issues or questions, which includes taking escalated calls from customers/associates and managing complaints
  • Assists in establishing standards for key metrics including quality and productivity. Monitors quality and performance while recommending and implementing changes when necessary
  • Takes initiative, participating in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry
  • Analyzes information to develop projects and plans to accommodate future growth
  • Communicates, interprets and ensures compliance with ImOn policies, procedures and goals as they apply to the Customer Care Team
  • Fosters a culture of exemplary customer experience to customers, corporate leaders, peer supervisors, and staff within the company
  • Participate in proactive team efforts to achieve departmental and company goals
  • Motivates staff by providing positive feedback, creating a positive work environment, and looking for opportunities to create performance based reward programs
  • Assists in other tasks or projects as assigned
  • Expected to meet departmental and company goals around churn, upsells, and service levels

Requirements

We are looking for someone with:

  • 3+ years experience in a call center environment
  • 2+ years of leadership experience
  • College degree or relevant experience preferred
  • Proven leadership skills, dependability, and initiative
  • Excellent verbal and written communication skills with ability to effectively communicate between customers, staff and management.
  • Good critical thinking and creativity skills
  • The ability to maintain a positive and professional attitude, work under pressure, meet deadlines and be accountable for the performance of others

In addition to competitive pay, ImOn also offers health & dental insurance, 401(k), discounted Cable, Internet & Phone services, and additional perks such as FREE vision and life insurance as well as FREE short term/long term disability, vacation & holiday pay, and community volunteer opportunities.

If you are interested in being a part of the ImOn Difference, click apply now to apply on our website! 

Job ID: 77581

Posted 26 days ago

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