This
Customer Care Retention and Onboarding Supervisor
will be responsible for the development and success of both the Outbound Retention Team and new Inbound Representatives going through on-the-job training.
Essential Duties and Responsibilities
- Responsible for individual team adherence to all company and departmental policies and procedures.
- Motivate, encourage and coach agents through positive communication and feedback on regular performance to include Quality scores and KPI's.
- Adheres to guidelines to maintain consistent call flow and call behaviors.
- Responsible for assisting CSRs with rebuttals or alternatives to customers when met with objection.
- Maintain performance metrics that meet individual and team KPI requirements and Quality standards.
- Work with the leadership team to achieve the goals established to handle call volume, calls waiting, abandonment rates and agent adherence.
- Create, develop and complete comprehensive tracking reports for individuals and team daily, weekly and monthly regarding KPI performance, billing and commissions.
- Provide necessary disciplinary action as needed and stay up to date with any and all related HR policies.
- Be available to affect the entirety of the team's operations, which includes supervisor escalated calls or basic Q & A.
- Develop contests, awards and themes that increase agents' loyalty, engagement and focus.
- Attends all staff meetings and mandatory in-service education sessions.
- Assist other Managers and members of Leadership with various reports and projects, as needed or requested.
- Adherence to all company and departmental policies including attendance standards
- Other duties as assigned.
Knowledge, Skills and Abilities
- Must be able to multi-task and prioritize projects/tasks to fulfill the requirements of the department.
- Efficient in Microsoft Office, specifically Excel, Outlook and Word.
- Able to use and coordinate Adobe and Zoom software.
- Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
- Be able to work various shifts to accommodatedepartment staffing needs
Education and Experience
- High school diploma or GED or equivalent combination of education and experience.
- Minimum of two years of direct experience managing/coaching in a contact center environment.
- Experience in process improvement, process management, problem-solving, people skills, teamwork, and leadership.
- This position will be required to work onsite at the Shared Solutions Center.