Customer Care Retention And Onboarding Supervisor

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.