Supervisor Customer Service

Essential Duties and Responsibilities

1. Monitors team attendance and agent issues, and takes corrective actions. Proactively monitor
agent behaviors and adherence to internal business standards. Motivate, coach and assist in the
development of their team fostering a positive and productive team culture.
2. Actively monitor inbound call channels, and outbound call queues, and appropriate agent focus as
necessary. Monitor the daily team performance, individual staff metrics, scheduling. adherence
and occupancy as directed by their manager.
3. Conducts quality evaluations to align and improve teams performance with quality measures and
standards aligned with the Training Manager guidelines.
4. Effectively manages the workload of their team. Holds the team accountable for identified goals
and results. Identifies opportunities to improve effectiveness and efficiency of the contact center.
Works with their manager on process improvement opportunities and related measurement
metrics; executes against effectiveness measurement metrics.
5. Prepares team and queue reports, analyzes data to provide updates on teams performance and
identify gaps against goals.
6. Expert knowledge in multiple disciplines, providing customer service and support for Human
Capital (HR), Finance, Accounts Payable and Supply chain (Procure to Pay) customer service
requests, expertise in support issues related to software and app support/troubleshooting and
routing appropriate for resolution.
7. Expert at Troubleshooting different browser based access issues, confirming URL, clearing cache,
access issues using a smartphone and Active Directory utilization . Provides assistance and skill
development to the team in support of multiple web-based and app based software.
8. Takes a proactive approach on open issues, reviews and/assigns requests that may require
additional follow-up and identifies potential steps to rerouting or resolution.

9. Handles complex customer interactions through multiple communication channels. Proficiency in
written and verbal communication is vital for this role.
10. Support’s team provides triage support services ensuring team is knowledgeable and skilled to
perform first resolution on common issues related to Oracle platform during launches and post
launch responding to inbound callers. Assists with more difficult incidents.

Qualifications
Required Education: High School Diploma
Preferred Education: Associates Degree/Bachelor’s Degree
Required Experience: Four (4) or more years in Contact Center Operations or 2 years in supervisory or lead role. .

Preferred Experience: Five (5)) or more years in customer service/support or three (3) years in a supervisory or team lead role.
Familiarity with help desk support techniques
troubleshooting some technical and non-technical
related support issues.

Preferred License/Registration/Certification: Six Sigma Green Belt
Computer Skills Required: Google Suite preferred; ServiceNow proficiency and Knowledge of Genesys platform is preferred, willingness to learn Oracle and leverage the training, reporting, and process components to excel at role