Customer Care Supervisor

ImOn Communications

What you will do:

As the Customer Care Supervisor, along with Department Director, you will translate the company vision, mission, and strategies into functional activities within the assigned work areas. You will ensure the completion of well-defined departmental tasks, while providing effective communication and supervision to department employees. You will work with the team to develop departmental and individual goals consistent with company strategic plans, policies and programs; foster a spirit of team work, continuous process improvement, wellness, health and safety; monitor productivity, quality standards and cost objectives to ensure performance standards are being met or exceeded.

Essential Job Responsibilities:

  • Work Direction: Plans, coordinates, assigns, and oversees work of direct reports. Sets production goals ensuring that best safety practices are followed. 
  • Accountability of Employees: Performs detailed job checks to assure company standards are met. Manages employee phone performance, desktop management, attendance, and overall performance accountability. 
  • Employee Feedback: Uses appropriate assessment criteria to evaluate employees, provides timely and relevant feedback, rewards employees, and administers conflict resolution and corrective discipline up to and including termination if needed. Coaches and conducts regular one on one sessions with each employee. 
  • Recruiting/Retention: Interviews, hires, and assists with on boarding process of new hires into functional area. Promotes and manages an efficient, professional atmosphere while maximizing profitability and retention of employees. 
  • Training: Assists with training employees on job functions, task procedures, work standards and proper safety procedures. 
  • Employee Development: Motivates staff, promotes continuous improvement, and establishes individual S.M.A.R.T goals in accordance with departmental/ team goals.  
  • Financial: Authorizes bi-weekly payroll and time-off requests of staff. Assists in annual budgeting for the department.  
  • Customer Care: Shows exemplary service to customers, corporate leadership, peer supervisors and staff. Instills a professional, customer service driven attitude among the team. Addresses complaints and efficiently resolves issues with customers and staff.  
  • Communication: Conducts weekly departmental meetings, including preparation of meeting agendas, to discuss operational issues, concerns, and company wide information. 
  • Company Culture: Instills Company Culture within the team. 

Requirements

Qualifications for the Supervisor of Service Delivery:

  • At least 2 years of call center experience 
  • 1 year of management experience preferred. 
  • High School Diploma or equivalent required or combination of education and experience 
  • Bachelor’s Degree desired 
  • 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. 
  • Must maintain a positive and professional attitude with ability to work under pressure, meet deadlines and be accountable for the performance of others. 

ImOn will hook you up. When you join the ImOn team, you get more than just a paycheck. ImOn offers all employees.

  • 401(k) with a company match
  • ImOn has you covered with affordable Health Insurance to make sure you and your family stay healthy.
  • Dental Insurance starting at $4.91 per paycheck.
  • Vision Insurance provided for free to you and your family.
  • Life and Disability benefits at no cost to our employees.
  • Wellness Program.

Work Life Balance, as fun as it is to work at ImOn, we understand you work to live and not live to work. We offer what you want:

  • Paid Holidays – we offer 9 paid holidays each year, including the employee’s birthday.
  • Paid Vacation Time – employees earn vacation time each year based on your length of service at ImOn.
  • Personal Time – ImOn offers 40 hours of personal time each year to help you take care of yourself and your family.
  • Volunteer Time Off – We encourage our employees to connect with the communities we serve by volunteering at local non-profits.
  • Parental and Bereavement leave – time off for major life events.

Job ID: 94216

Posted 14 days ago

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