Supervisor Temp Services Care Agent

The Temporary Services Care Agent Supervisor is responsible for supervising team of temp services agent to ensure our clients and prospective clients receive the best possible service and key service metrics are kept in check. The Supervisor motivates, encourages, and trains the team and drives continuous improvements in partnership with other peer supervisors, managers and internal stakeholders.

 

Reports To

VP of Sales 

 

• Supervisor manages a team of assigned agents and ensures they deliver the intended productivity, customer service metrics and comply with company guidelines related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers and ensures that representatives are informed about changes to company products and services.
• Prepares reports summarizing the assigned team’s performance, celebrations, gaps and opportunities.
• Collects customer service data and synthesizes in for internal and external reporting.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve procedures and makes recommendations to the appropriate staff.
• As needed, supervisor might also get pulled into meeting providing details on the operations and insights.
• Assists with budget preparation for the Temp Services department.
• Apart from managing the service quality this Supervisor will also be responsible for driving sales coming in specific business categories sales queue.
• Supervisor will utilize a continuous improvement mindset to drive team towards process automation and efficiency creating a scalable and agile team.
• Be part of the escalation to resolution, performs root-cause analysis on call patterns coming up with cross-functional action plans.
• Bring in a culture of documenting and sharing processes and changes driving the daily customer support and service.
• Demonstrates a good understanding of the systems employed by the Company, including but not limited to the Five9, Xima, Trux, Towers, Salesforce, billing systems, MS office and Excel.
• Maintains a positive and results oriented work mindset that facilitates collaboration with fellow team members, teams to achieve LRS Company standards.

Qualifications

• 3 years of experience in Sales or in a customer service environment (call center, etc.)
• Excellent communicator with superior verbal, written, interpersonal, technical and presentation skills.
• Ability to resolve customer complaints/issues while maintaining a professional and calm demeanor.

Preferred Qualifications:

• Balanced demeanor and good listener able to partner across different teams and peers.
• Good understanding of data gathering and analysis using Excel.
• Experience in creating, sharing, and driving customer service metrics and reports
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Organized with attention to detail.
• Ability to resolve customer complaints/issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.
• Waste or service industry experience preferred
• Ability to navigate and use multiple Computer Network Systems
• Bachelor’s degree preferred.

Physical Demands / Environmental Factors

Fast paces, dynamic and collaborative environment.