Job Description

Supervisor

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• At least 3 years experience related
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Supervisor of Client Manager or other appropriate staff.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.
• Assist with hiring of entry-level customer service employees.
• Train new employees in the company’s customer service policies, procedures, and best practices.
• Organize and oversees the schedules and work of assigned staff.
• Helps pull metric for employee performance evaluations.

Operations Manager

• Recruits selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints. 
• At least 3 years experience related
• Prepares call center performance reports by collecting and analyzing call agents’ data. 
• Evaluate individual performance reviews and overall team effectiveness with upper management. 
• Helps call agents with challenging customer service issues. 
• Monitors team performance and provides tools if necessary. 
• Ensure the LOB is meeting the KPI and sales target set by the client. 
• Determines call center operational strategies by evaluating team results and objectives. 
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems. 
• Meets financial targets by estimating performance requirements and preparing annual budgets. 
• Presents monthly and annual call center action plans and objectives. 
• Provide inspired leadership for the organization. 
• Make important policy, planning, and strategy decisions. 
• Develop, implement, and review operational policies and procedures. 
• Assist HR with recruiting when necessary. 
• Help promote a company culture that encourages top performance and high morale. 
• Oversee budgeting, reporting, planning, and auditing. 
• Work with senior stakeholders. 
• Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations. 
• Work with the board of directors to determine values and mission, and plan for short and long-term goals. 
• Identify and address problems and opportunities for the company. 
• Build alliances and partnerships with other organizations. 
• Support worker communication with the management team.