Supervisor, Customer Care (CA06D02100)
Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.
Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.
Directs and / or manages all activities associated with Call Center operations. Maintains and enhances customer services by organizing and evaluating service, delivery systems and procedures.
Supervises a staff of employees, working to develop and coach talent to ensure the successful operation of the team and organization.
Scope : General :
Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues
Sets priorities for team to ensure task completion; coordinates work activities with other supervisors
Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
Typically a graduate, although may have progressed into the role via equivalent business experience that provide knowledge and exposure to fundamental, theories, principles, and concepts
Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager
Primary Responsibilities :
Directs and / or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
Establishes and implements performance and service standards.
Develops and implements process and / or operational improvements to enhance efficiency and effectiveness of operations.
Ensures productivity meets or exceeds service and quality standards.
Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching
Provides guidance, leadership and motivation to promote maximum performance
Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective.
Measures service levels and tracking systems for program improvement.
Analyzes and resolves customer service escalations
Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
Maintains adherence in areas such as attendance, punctuality, use of time-off, etc.