A leadership position responsible for developing and maintaining a support structure for Field Support employees. The Field Support Supervisor ensures execution of department and individual employee goals and objectives. The CROSSMARK Field Support department collaborates with teams, business stakeholders, and clients to provide best-in-class contact center support by proactively identifying opportunities, listening, resolving, and delivering Service Excellence that drives success. Provides support via inbound calls, outbound calls, service tickets and recorded mass communication. Full service for all project phases – standalone or bundled options.
Coach and develop employees.
Ensure quality assurance processes are enhanced and followed.
Maintain and drive operational procedures and compliance.
Manage employees’ overall work performance; maintain accurate records of employee work performance.
Analyze viability of all requests and their resulting impacts, both analytical and technical.
Effectively communicate all changes and enhancements.
Adhere to and implement company policies and procedures.
Recruit, hire, and train new employees per company policy and operational procedure.
Ensure professional and timely resolution of any client and/or customer’s issues.
Liaise and maintain positive working relationship and communication with leadership, clients, and customers.
Maintain current knowledge of clients, accounts, and industry.
Responsible for using appropriate judgment to protect confidential Company information.
Education/Experience:
4+ year college degree or related work experience.
1+ years of applicable team leadership experience.
Computer Skills: Word, Excel, PowerPoint and Outlook proficiency.
Supervisory Responsibilities: This position has direct supervisory responsibilities.
Work environment: Office environment.
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Acosta Group fuses storied expertise, unmatched connectivity and advanced insight to accelerate brand growth – everywhere you sell. Our collective of the most trusted retail, marketing and foodservice agencies is reimagining how people connect with brands at every point in the consumer journey.
Comprised of Acosta, ActionLink, CORE Foodservice, CROSSMARK, Mosaic, Premium Retail Services and Product Connections, Acosta Group understands and anticipates evolving consumer needs, fueling accelerated performance to connect tomorrow's commerce today. The collective delivers end-to-end solutions, including headquarter sales services, omnichannel retail solutions, assisted sales and training, integrated marketing, foodservice sales enablement and culinary solutions, and the most advanced data and insights.
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Le groupe Acosta Group rassemble une expertise reconnue, une connectivité inégalée et des connaissances fines pour accélérer la croissance des marques - partout où vous êtes commercialisé. Notre collectif des agences de vente au détail, de marketing et de restauration les plus fiables réinvente la façon dont les gens se connectent aux marques à chaque étape du parcours du consommateur.
Composé d'Acosta, d'ActionLink, de CORE Foodservice, de CROSSMARK, de Mosaic, de Premium Retail Services et de Product Connections, le groupe Acosta Group comprend et anticipe les besoins en constante évolution des consommateurs, stimulant ainsi les performances accélérées pour connecter le commerce de demain dès aujourd'hui. Le collectif offre des solutions holistiques, y compris des services de vente externalisée, des solutions omnicanales de vente au détail, des ventes assistées et de la formation, du marketing intégré, des solutions de vente pour la restauration et la cuisine, ainsi que les données et les connaissances les plus avancées, et l’expertise nécessaire pour extraire la valeur de tous ces outils.
