Customer Support Supervisor

JOB SUMMARY

This position is responsible for the direct supervision of customer facing employees, as well as the overall service quality and compliance of processes and procedures in the Customer Solution Center.   The successful Customer Support Supervisor works closely with the Manager of Customer Service and Systems in the development, implementation, and support of operational goals, policies and procedures that facilitate and promote the attainment of departmental and organizational objectives.

JOB REQUIREMENTS 

Previous supervisory/management experience in supervising a diverse work group is required. Strong leadership skills with the highest ethical behavior. Ability to motivate others through performance management and productivity measurement. Strong oral and written communication skills with strong interpersonal skills. Attention to detail.  Excellent team building skills. Excellent organizational skills with the ability to handle multiple tasks simultaneously. Customer focused and fully committed to providing world class customer service.  Ability to effectively balance the customers’ needs with the profitability of the Company. Displays the ability to think strategically in order to implement and support improved business processes. Must be computer literate and can develop an understanding of multiple computer systems Must be knowledgeable of OAP (BSS), Microsoft Office, other call center software applications required to manage a fulfillment and support operation.  College degree preferred Other duties as assigned May include some travel 

MAJOR JOB RESPONSIBILITIES 

Responsible for developing team goals to assure alignment with company goals and assure goals are successfully met. Evaluates individual employee performance by regular work observation, maintaining performance scores and quality monitoring.  Ability to timely implement change and to effectively lead others in a constantly changing work environment.  Manage daily activities of employees and processes, including but not limited to: calls, credit and collections processes, dedicated accounts, including government, public safety, OpCo, major accounts, commercial and consumers, legal requests, On Line Store, rebate process, quality monitoring, training, WLNP and WPS, activations, equipment orders (including upgrades), and ongoing support.    Ability to analyze business needs, prioritize multiple projects and activities concurrently to achieve desired business results. Practice effective coaching and performance management meetings with employees on a regular basis.    Recognize and reward successful employee performance.    Recommend new ideas to replace, develop, and assist with testing and implementing new/existing processes, equipment and procedures to enhance customer service and departmental productivity. Active participation in companywide planning sessions on new products and systems. Provide testing, feedback, and resolution on system enhancements, testing, and changes.  Effectively respond to, address, and resolve employee workplace concerns and issues in an effective manner.    Must be available to work as on call Supervisor which includes evenings, weekend and holidays. Responsible for personal development to maintain skills necessary to attain personal and company short- and long-term goals. Identify staffing gaps and make recommendations for staffing needs. Monitor workloads and schedules making changes as required. 

KNOWLEDGE, SKILLS, and ABILITIES

Excellent oral and written communication skills: Able to speak directly to customers and employees in a professional and courteous fashion, and to write in a clear and concise manner using correct grammar, spelling, and word usage.  Excellent computer skills: Able to use computer and software to process changes and updates to customers’ electronic accounts.  Able to use basic software applications, such as word processing, e-mail, spreadsheets, web browsers, or other organization-specific software.  Customer focused: Doing what it takes to meet or exceed (internal or external) customer expectations. Responding appropriately and timely to customer needs or requests.  Team player: Willing to work with others in a team setting. Works toward team goals. Cooperates with others and offers help when needed.  Positive attitude: Acting in an optimistic and cheerful manner, regardless of obstacles or challenges. Behaving in a positive way with customers and others in the workplace.  Providing accurate and thorough Information: Accurately and completely answering employees’ questions and concerns to the best of your ability.  Seeking additional information when necessary. Learning and Following Procedures: Ability to learn rules and guidelines on the job and apply these to a specific job or task.  Demonstrating Collections Ability: Effectively working with customers to collect past due payments, late fees, and other related charges in the most efficient way possible, while still balancing customer service requirements.  Managing and Controlling Calls: Ensuring Customer Support Representatives are keeping call times low while fully resolving the customer's issues. Ensuring Customer Support Representatives are effectively managing the flow of a call, and tactfully bringing the caller "back on track" as necessary.  Taking Ownership: Taking responsibility for completing job tasks and resolving all customer issues/questions. Being willing to take on and perform new tasks. Owning up to mistakes and following through with corrective actions.  Establishing and Maintaining Rapport: Making a connection with employees and customers. Being friendly and supportive.  Demonstrating Empathy: Understanding and being sensitive to employees’ and customers' feelings, thoughts, and experiences.  Handling Sedentary Work: Working well in situations that require sitting for long periods of time.