Supervisor, Customer Care Operations

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need 

We are looking for a Supervisor, Customer Care Operations to join Element Fleet Management.   As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients. 

At Element, employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference! 

Are You: 

• Someone who has excellent written, oral and interpersonal communication skills?
• An individual with strong analytical, problem-solving and negotiation skills?

As the Supervisor, Customer Care Operations, you will be responsible for the successful execution of all operational processes of functional area. The supervisor ensures team members are properly trained and knowledgeable of the processes to consistently meet customer satisfaction.

A Day in the Life   

• Oversees daily operations of contact center team by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards
• Monitors interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards
• Serves as primary point of contact for contact center and operations employees and resolves complex issues
• Resolves escalated/sensitive customer service-related issues in an efficient manner while promoting customer loyalty and retention
• Manages and maintains policies, procedures, and regulations to ensure compliance requirements are achieved
• Collaborates with training teams to develop, review, and approve of appropriate training materials and/or programs for contact center operations team members
• Supervise day-to-day operations of assigned work teams; developing, assigning, and planning work schedules to ensure departmental goals are achieved and client service objectives are met
• Provide coaching, development, substantive performance feedback and training to team members and technical leads where applicable
• Motivate, coach, share best practices, provide direction, and enforce policies and standards to help the staff achieve departmental goals and objectives. Demonstrates Element People Leadership Capabilities: Leading Strategically, Cultivating Curiosity, Driving Results, Influencing Others, and Developing Talent
• Reviews and follows up on Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes, create performance improvement plans, improve competencies, and discuss corrective action as needed
• Analyze work volumes and, identify and forecast trends and adjust staffing to ensure departmental metrics are met or exceeded
• Conduct root-cause analysis to identify sources of problems, act as necessary to correct specific situations and eliminate the root cause of problems. Conduct first run yield analysis and other quality measures.
• Plan, manage, and implement special projects and initiatives

Requirements 

• Bachelor’s degree or five years related experience
• 2+ years of demonstrated success in supervising people in teams of 10+ employees
• 3+ years of customer service or client contact experience and / or prior experience working in Fleet Services industry preferred

Knowledge & Competencies

• Demonstrated experience with the ability to lead, motivate and inspire employees to perform at their highest levels to achieve departmental goals and objectives
• Strong organizational planning, decision making, execution and proven analytical skills
• Ability to work under pressure, using tact, discretion and good judgment to respond to all requests in a professional and courteous manner
• Excellent skills in project management and analytics
• Detail-oriented; flexible and creative
• Ability to make effective recommendations to develop methods and procedures that improve department's effectiveness and efficiency
• Able to follow strict timelines and manage multiple tasks concurrently
• Proficient working knowledge of the Microsoft suite (Word, Excel, PowerPoint)

The hiring base salary range for this position is $60,400