Customer Service Supervisor
This individual will be responsible for supervising a team of approximately 20 associates in a fast paced contact center. The Supervisor, Customer Solutions Center is responsible for daily oversight and management of the contact center ensuring customer issues are addressed, service levels are achieved, and processes are followed by all associates.
• Provide daily direction to contact center associates • Ensure associates are adhering to schedules and that service levels are achieved on a daily basis • Work daily with workforce management team on managing service levels by being flexible for off phone time and assisting with coordinating overtime or early release time • Provide daily direction and coaching to associates Ensure daily communication with team • Develop performance improvement plans as needed and follow through on all disciplinary actions • Hold monthly one-on-ones with associates providing constructive feedback on performance and ways they can continue to exceed in their position • Hold monthly team meetings to share pertinent information to entire team • Provide structured support to career development discussions ensuring associates understand their potential for growth within the company • Ensure customer escalations are handled expeditiously and that all customer complaints are addressed quickly and appropriately with the associates • Must be able to handle escalations for all call types • Perform quality monitoring throughout the month on all associates, providing feedback as necessary • Participate in quality calibration sessions with the QA team ensuring consistency in scoring • Drive employee engagement by being available, accessible and mentoring staff • Utilize all recognition and reward tools on a frequent basis • Assist in coordination of departmental activities for the associates (i.e. CS week, monthly celebrations etc.) • Complete all job training required to stay informed about new products, policies and practices • Any other duties as assigned by CS management • Back up Workforce Management team as needed
• High School diploma required; some college preferred • Previous call center experience is required • 18 months + CS experience or experience in a supervisor role • Outstanding telephone skills, including voice tone and courtesy • Ability to multi-task and prioritize as needed to meet departmental guidelines • Computer literate, especially with Windows applications • Intermediate knowledge of the Microsoft programs - Outlook, Word and Excel • Strong interpersonal skills and ability to work in a team environment • Demonstrated skills in providing feedback and coaching for improvement • Excellent problem solving skills and ability to grasp new procedures • Proven written communication and organizational skills • Ability to be self-managing • Completion of feedback/coaching Skill Soft class
FLEETCOR (NYSE: FLT) is a leading independent global provider of specialized payment products and services including fleet cards, food cards, corporate lodging discount cards and other specialized payment services for businesses throughout the world.
FLEETCOR is trusted by prominent businesses, large and small, around the world. FLEETCOR serves over 500,000 commercial accounts with millions of cardholders across the United States, Canada, Mexico, Europe, Africa and Asia.
We have developed an extremely successful company based on our core principles; determination, drive, outstanding value, industry leading products, and quality people. As a result FLEETCOR has grown more than 40% over the last 10 years and is the world's largest provider of commercial fleet card programs. Through our organic growth initiatives, strategic acquisitions, and solid business acumen, that growth will continue. To maintain our top position in the industry, it is vital to continually attract extraordinary individuals - individuals who mirror our objectives and possess an entrepreneurial spirit.
Tue, 21 Mar 2017 20:12:10 PDT