JOB SUMMARY
The Customer Service Supervisor is responsible for overseeing the daily operations of Customer Service Representatives (CSRs), providing career development, remedial training, and ensuring adherence to department goals. This position requires strong collaboration with management, peers, and external partners to deliver high-quality customer service while driving team performance. Duties include the responsibility of processing customer inquiries as inbound mail, phone calls, walk-in's, payments, and other assigned tasks. The job requires knowledge of MS Office, Windows, proficient-typing skills, and excellent customer service skills. Six Sigma experience is helpful. This is a position that requires working in the center daily.
DUTIES AND RESPONSIBLITIES include some or all of the following. Supervisor may assign other duties as needed.
Supervisor Responsibilities: Prepare and deliver Contact Center performance statistics, monitor Contact Center attendance, provide Career Path progress, perform career development for CSRs, and provide remedial training. Responsible for implementing directives of Contact Center Manager regarding the achievement of department goals. Must respond to manager, CSRs, peers, and HR in a timely manner.
Employee Development & Training: Conduct career path progress reviews and provide ongoing career development opportunities for CSRs. Implement corrective actions, offer remedial training, and ensure all staff meet minimum performance standards. Provide constructive feedback, coaching, and mentorship to team members through regular quality checks and performance evaluations.
Quality Assurance : Conduct daily quality checks on CSR performance to identify trends and anomalies, ensuring adherence to policies and procedures. Monitor phone system activity to ensure proper call handling and policy compliance.
Conflict Resolution : Resolve escalated customer disputes by recommending corrective actions and providing excellent customer service. Investigate and resolve complaints or redirect issues to appropriate departments when necessary.
Operational Support: Assist in executing directives from the Contact Center Manager to achieve departmental goals. Respond promptly to inquiries from management, CSRs, peers, and HR.
Schedule Coordination & Coverage : Work closely with other management staff to ensure proper coverage of all critical tasks at all times. Remain available for escalations and provide ongoing support to CSRs.
Collaboration & Cross-Training : Work closely with the Back Office Supervisor to ensure coverage of critical functions and provide mutual support to each other's teams. Serve as a backup for the Back Office Supervisor when needed.
Project Management : Manage various assigned projects, such as investigating and responding to BBB complaints, processing NSF checks, handling customer emails, and tracking refunds. Oversee and manage the -new account queue- to ensure timely processing.
Agency Collaboration & Relationship Management: Develop and maintain strong working relationships with key external partners, including CO and Out-of-State DMVs, E-470, Collection Agency, and the Credit Card Merchant. Serve as an operational contact point for these agencies, handling tasks such as monitoring NSF returns, Credit card disputes, and assisting with collections and litigation processes. Support NWP staff in preparing responses to the Better Business Bureau & Attorney General's Office complaints.
Support to Contact Center Manager : Assist in creating and maintaining reports for the Northwest Parkway and ensure departmental Key Performance Indicators (KPIS) are met. Help ensure productivity targets are met by all Contact Center Staff.
Compliance & Accountability : Adhere to all company policies and procedures, ensuring compliance within the department. Maintain a positive and professional attitude while working under pressure to meet deadlines. Ensure all performance criteria and Supervisor Procedures are met or exceeded.
Other Duties : Perform related duties as assigned by the Contact Center Manager.
Ability to work under pressure, meet deadlines and be accountable for the performance of self and others.
Must maintain a positive and professional attitude.
Maintain compliance with all company policies and procedures.
QUALIFICATIONS
Education and/or Work Experience Requirements:
Experience in Northwest Parkway Contact Centeror experience in a previous Lead or Supervisor position recommended
Excellent written and verbal communication skills along with concise and detailed coaching feedback.
Experienced in meeting and exceeding metrics and goals.
Requires proven leadership and mentorship skills, with a focus on employee development.
Demonstrated ability to collaborate
Strong ability for problem solving, effectively analyze results, and lead, motivate, develop and coachassociate personnel.
Excellent conflict resolution and customer service abilities.
Strong sense of team (work) strategizing and implementation.
Ability to maintain a professional and positive attitude in all situations.
Ability to work independently & as part of the management team.
Ability to work under pressure, meet deadlines and be accountable for the performance of others.
Ability to achieve and maintain departmental performance standards.
Must have an exemplary attendance record
Physical Requirements:
Ability to perform the essential job functions consistent, safely and successfully with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to adhere to attendance requirements.
Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
Must be able to lift, carry, walk and stand.
Vision for reading, recording and interpreting information.
Occasional speech communication, hearing and listening to maintain communication.
Daily use of computer and keyboard.
Ability to access, input, and retrieve information from the computer.
Frequent hand/eye coordination to operate computer keyboard and office equipment.
