Supervisor Customer Service

WM is North America’s largest comprehensive waste management environmental solutions provider. The Supervisor Customer Service oversees the day-to-day operations of the multi-channel contact center, ensuring that customer service metrics are met and that customers have a positive interaction with team members.

Responsibilities:

• Directly accountable for Individual team member performance, affecting overall Contact Center Performance, Department goals and project objectives. Achieves this through the oversight of work allocation and productivity of individual team members as well as oversees quality performance of individual team members
• Develop Contact Center staff through effective hiring, coaching, evaluative performance feedback and guidance
• Provides support to the Customer Service team to develop, coordinate and implement process and quality improvements in the Contact Center environment
• Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing and impact to the customer and the employees in the contact center environment. Supports members of the CS team to implement change
• Addresses assigned customer issues timely and effectively
• Develop sound communication and working relationships with other cross functional processes, acting as a liaison to advise managers of needs for improved cross functional processes
• Establishes improved avenues of customer interaction and communication, utilizing existing or assisting on the development of new technology, programs, processes and reporting
• Accurately administers payroll functions
• Proactively manages manual or automated Workforce Management and Queue assignments, assuring staffing meets the demands of call volume
• Perform other duties and responsibilities, as assigned

Requirements:

• Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements or the equivalent in related work experience
• Three or more years of experience in the Supervision or management of a problem resolution call center environment coupled with demonstrated experience in process improvement, project management and quality assurance and the ability to manage a remote workforce
• Some experience with CRM technology and a work history dedicated to the service industry
• Demonstrates good knowledge of Microsoft Office
• Education equivalent to an associate degree in Business Administration or Management, or the equivalent in related work experience, demonstrating knowledge in problem resolution call center management
• Experience in the transportation industry preferred