|
|
|
|
Customer Service Supervisor Job
|
| Employer Name: CustomerServiceCrossing |
SpiderID: 2295067 |
| Location: San Antonio, Texas |
Date Posted: 6/18/2008 |
| Wage: |
Category: Customer Service/Technical Support |
| Job Code: |
|
Job Description:
Partner with the Quality Specialist to develop improvement plans for their respective area of responsibility based on quality analysis from the following sources: customer surveys, telephone reports, error / defect reports, quality, production results, vendor issues. Facilitate daily meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and / or issues. Assume accountability for ensuring individuals and the team meet their performance metric goals. Investigate trends, surface issues, identify root problem and collaboratively work with specific team / individuals to resolve issues. Use a balanced scoreboard to manage the team's performance. Provide regular performance reports (e.g., status) to the Business Manager. Ensure team supports and adheres to all improvement initiatives. Monitor and manage each staff member's performance. Conduct one formal annual performance review and one informal mid-year performance review Provide coaching (via informal feedback) to associates based on quality results and develop improvement plans when needed. Provide corrective feedback to manage employees who need improvement. Challenge staff to develop professionally so they can provide superior customer service. Maintain high morale by inspiring representatives through reward and recognition programs. Coach employees in the development of their career progression utilizing career development programs. Partner with PI Specialist, T / QA team to identify skill development (e.g., training, challenging projects) needs associated with career progression opportunities / performance and ensure employees receive appropriate coaching/training; and ensure employees demonstrate improvement and needs are met. Identify high potential staff for succession planning. Perform Human Resource administrative duties. Partner with Appeals Unit Business Manager to recruit, develop and manage a high caliber workforce with minimal turnover. Rewards individuals based on contribution and performance. Requirements:Qualifications: HS Diploma or equivalent is required; some college experience is preferred. 3 to 5 years of previous customer service supervisor experience is required; preferable in a call center environment. 1 to 3 years of MS Office experience (MS Word and Excel) is required. Previous call center experience is preferred. Previous experience working with claims is preferred. Previous experience working in the Medical field is desired, but not required. Knowledge of Human Resources policies and procedures desired, but not required.
For more information of this job and to Apply Online, please Click Here
For more CustomerService Jobs please Click Here.
Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:
Contact Information:
| Contact Name: - |
Company Type: Employer |
| Company: CustomerServiceCrossing |
|
|
|
| City: Pasadena |
|
| State: California |
|
| Zip: |
|
Web Site: http://www.customerservicecrossing.com
|
|
|
|
|
|
|