Supervisor Customer Service

Overview: IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity. Responsibilities: The Customer Service Supervisor is responsible for the performance and compliance of multiple Enrollment Centers across an assigned geographic region. This includes supervising Enrollment Agent (EA) activities within the assigned region to ensure customers’ needs and expectations are effectively addressed. The Customer Service Supervisor is responsible for overseeing operational activities of the enrollment sites and EAs in the assigned region as they relate to employee performance, staffing & scheduling, and training. The Customer Service Supervisor will also maintain and facilitate communication with EAs at the enrollment sites regarding new information or relevant updates to procedures or services.

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  Manage Enrollment Agents to optimize use of personnel, skills, and equipment
• Approve business-related expenses and timesheets in assigned region; responsible for personnel compliance with established Expense Reporting and Timekeeping Policies
• Provide data for or complete all necessary reports for all programs in assigned area
• Participate in on-boarding of new EAs
• Identify and expedite correction of problems relating to Customer Satisfaction and Operational Performance
• Provide excellent customer service and set standards/expectation for customer service standards in Enrollment Centers
• Oversee the development, implementation, and ongoing operation of Enrollment Centers in assigned region
• Respond to inquiries and service requests that are either handled directly or forwarded to the appropriate Operations contact
• Supervise the work of employees assigned to the enrollment centers. Develop solutions to complex problems which require the regular use of ingenuity and creativity
• Coordinate logistics, inventory, installation, operation and support of enrollment technologies
• Utilize on-site visits, customer feedback, and reports from Program Management Office to assess the quality of service and adherence to policy by Enrollment Centers.
• Promote and monitor performance of retail sales by enrollment center staff.

Note: In addition to the Essential Functions, also performs similar work-related duties as assigned.

Qualifications:

Knowledge, Skills and Abilities:

• Demonstrated customer support skills
• Solid professional expertise and understanding of all products and services
• Ability to establish and maintain effective relationships
• Ability to multitask and deal with ever changing issues and priorities in a fast paced work environment
• Team player attitude and the ability to work as a member of a virtual team
• Able to work in remote location without direct day-to-day supervisor interaction
• Able to complete a wide variety of tasks within the time constraints of each assignment
• Must have excellent written and verbal communication skills
• Working knowledge of Microsoft Outlook, Word and Excel
• Demonstrated management experience requiring strong leadership skills and customer support skills
• Working knowledge of applicable state employment laws
• Excellent analytical and problem solving skills
• Sound decision making skills and attention to detail
• Extensive knowledge of applicable programs operating in assigned area

Qualifications, Education and Experience:

• Bachelor’s degree in Business or a related field, with a minimum of 2 years related experience, or a combination of education and experience that would enable performance of the full scope of the position.
• Previous supervisory experience required, preferably in an enrollment center or customer service environment
• Previous experience working with biometrics preferred
• Reliable transportation and valid driver’s license required
• Ability to travel as required, with the ability to prepay all travel expenses personally and receive reimbursement 5 – 10 business days later

Travel Requirement, Working Conditions and Physical Demands:

Travel requirement, such as:

• Must be able to travel by air as needed to attend training, conferences, and related job activities.
• Local travel and overnight travel as required. Travel is expected for approximately 75% of the time.

Working Conditions, such as:

• General office and retail environments. The work area is adequately lighted, heated, and ventilated.

Physical Demands, such as:

• Office environment where the employee may sit comfortably to do the work. Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.
• The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.