Supervisor Customer Care

Position Purpose

The Supervisor Customer Care is responsible for a team of Resolution Expeditors who handle various divisions/subsidiaries of THD. Each associate is responsible for, including financial considerations (concessions) and for managing concessions in a fiscally responsible manner. The Supervisor manages the associates working directly with customers who call into Customer Care. These associates manage the resolution process and concession dollars for complaints/issues with multiple dependencies or of an escalated nature. These are issues that do not necessarily follow a pre-determined resolution matrix and cannot be handled without extensive research and significant communication along with conflict resolution skills.

Major Tasks, Responsibilities & Key Accountabilities
20% Weekly - analyze minimum of 2 resolutions for each direct report. Review potential resolutions with the associate metrics WTD, MTD and QTD to include the following: Quality audit, number of Open vs. Resolved calls, Attendance, ways to reduce concessions. Daily - take escalations from customers as needed. Follow up with business leaders, as required to resolve outstanding tickets.
20% Weekly - attend the Operations Leadership Meeting and on a monthly basis, bring relevant topics to discuss and vet. Follow up with DMs and District Services Managers and assist associates with escalations.
25% Spend time on the floor coaching Associates by observing calls and associate activities while on the call and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions, abandoned calls are managed to the weekly/monthly metrics.
10% Conduct Team Meetings Weekly and One-on-One Meetings Bi-Weekly; Facilitate PK classes.
15% Weekly: Prepare for One on One's with Associates and Manager. At each session, the following should be covered: Quality Audits, open and resolved tickets. For all missed points, provide a specific response, which would have more quickly resolved the customer's concerns.
One on One with Manager: Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates. Monthly: Track the quality audits and VOC for each associate on Team.
10% Other projects and Tasks as assigned by Management.

Nature and Scope
Reports to the Manager of Customer Care.
Accountable or direct supervision of the work activities of others. Planning, monitoring and reviewing work of subordinates is required. This may include direct supervision of a shift or the coordination of multiple work groups. Makes recommendations concerning selection, termination, performance appraisal and professional development.

Environmental Job Requirements
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Minimum Qualifications
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable.

Education Required

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Experience Required
2 Years

Physical Requirements

Most of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).

Preferred Qualifications
2 years of experience in Call Centers.
1 year of experience supervising teams.

Knowledge, Skills, Abilities and Competencies.
Excellent customer service skills.
Negotiating skills.
Conflict management skills.
Experience working in collaborative cross functional team.
Attention to detail, good follow-up skills.
Supervisory/management skills.