Job Description

Job description

CUSTOMER SERVICE SUPERVISOR

POSITION PURPOSE:

• Responsible for overseeing daily production and performance of the Customer Service team while ensuring compliance with client guidelines along with performance and productivity standards.

PRINCIPLE DUTIES & ACCOUNTABILITIES:

• Supervise the daily operations of the customer service team and manage the workflow.
• Monitor phone calls of team members to ensure adherence to all policy & procedures
• Effectively communicate departmental/team objectives on a regular basis
• Responsible for taking escalated calls from team members
• Motivate and create a positive working environment to achieve performance standards and productivity goals
• Supervise, train and develop team members
• Coach team members not meeting quotas or requiring assistance
• Assess associate development needs and monitor performance
• Provide recommendation for hire, advancement, promotion or termination of employment
• Prepare departmental productivity reports and other reports required by management or client
• Make recommendations to implement improved processes
• Supervise direct reports and provide feedback on employee performance
• Demonstrates high levels of safety awareness to achieve safety objectives
• Follows the security and privacy policies, standards and guidelines in order to protect the informational assets of both the company and their customers
• Respond to system problems and questions from associates in a timely manner
• Maintain harmony among workers and resolve grievances timely

QUALIFICATIONS FOR POSITION

• 3 to 5 years experience performing customer service duties
• High school diploma or GED required
• Previous supervisory experience
• Strong customer service skills
• Good verbal and written skills
• Strong PC and Microsoft Office skills
• Demonstrates knowledge of and supports company standards, policies and procedures, operating instructions, confidentiality standards, and code of ethical behavior

PHYSICAL REQUIREMENTS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Repetitive motion is required: may require twisting/bending/climbing
• Required to work at computer for long periods
• Required to stand, walk, simple grasp, reach with hands and arms
• Required to regularly sit, talk or hear
• Required to possess close vision and ability to focus
• Conditions may include office environment, computer room. Occasional exposure to dust, dirt, toner, ink and other environmental factors is possible.
• Repetitive motion is required; may require twisting/bending/climbing
• May lift up to 25 lbs. frequently

Company Description

Exela is a location-agnostic global BPA leader combining industry-specific and multi-industry enterprise software and solutions with decades of experience. Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune®100. Exela’s software and services include multi-industry department solution suites addressing finance, accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors and over 18,300 employees operating in 23 countries. For more details please visit http://www.exelatech.com/