Customer Care Supervisor

Customer Care Supervisor

The Opportunity:

As a professional in shared services, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared services performance.

You will provide leadership support for escalated Help Desk tickets from employees and vendors within the response service level agreement, update tickets daily with complete notes, and ensure tickets are resolved to the customer’s satisfaction before being closed. You’ll educate and provide policy guidance on all People Services and Financial services related inquiries to the team and customers. Due to the nature of work performed within this facility, U.S. citizenship is required.

What You’ll Work On: 

• Oversee and supervise a team of Customer Care Representatives which perform administrative and transactional activities, including processing life-cycle transactions such as employee data changes, status changes, compensation, and separations. 

• Ensure the team’s call volume is managed, transactions are completed timely and accurately, and customer service standards are met.  

• Direct the distribution of work activity among the team to maintain a balance of activity and perform quality assurance checks on employee transactions. 

• Oversee and manage vendor activity in support of the work required to be accomplished.

• Provide coaching and guidance to improve staff performance and capabilities and identify training needs.  

• Develop staff in technical and soft skills. 

• Create an environment that promotes customer service, teamwork, and accountability.

• Be responsible for teams’ performance goals and lead efforts to continuously improve the service delivery. 

• Utilize key customer care technologies such as telephony and case management to accurately capture and resolve employee and manager inquiries or determine if escalated support is required. 

• Maintain quality operations by monitoring and reviewing calls, reviewing case notes, and reviewing individual and team performance to determine areas for improvement.

• Ensure sensitive information handled by the team remains confidential and protect personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements.  

• Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations. 

Ready to build the future of shared delivery for the better?

Join us. The world can’t wait.

You Have: 

• 5+ years of experience supervising customer service representatives 

• Experience with Microsoft Office programs such as Word, Excel, and Outlook 

• Ability to foster a friendly and professional attitude to develop a rapport with teams and customers quickly

• HS diploma or GED 

 
Nice If You Have: 

• Experience supervising in a Help Desk or Contact Center environment 

• Experience with financial systems, including Costpoint or Ivalua

• Experience with Workday or ServiceNow

• Ability to use and coach a team in multiple internal and financial applications and databases in a fast-paced environment 

• Ability to coach a team to communicate clearly via email or phone with an emphasis on active listening

• Possession of excellent coaching, research, and problem-solving skills 

• Possession of excellent verbal and written communication skills

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits