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Customer Service Supervisor

Company: ampliFI Loyalty Solutions
Location: Naperville
Posted on: November 26, 2022

Job Description:

The Customer Service Supervisor position plays an important role within the organization and is responsible for leading a team of 30+ associates. Delivering outstanding customer service in an inbound call-handling environment for external customers who participate in the Reward Programs sponsored by ampliFI clients.

*Schedule: *Monday-Friday 1:30 pm-10 pm. This is a hybrid role which includes working 2-days in the office and remaining working schedule will be remote.

*Essential Job Responsibilities: *

* Provide coaching, support, career guidance and feedback to associates on performance, and goals.
* Ensure company policies and processes are followed. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and correction action.
* Perform quality checks, develop, and review performance reports, identify areas to improve and implement measures to improve performance (program overviews).
* Lead workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes (SLA's).
* Excellent engagement and communication skills. Is hands-on and knows how to motivate/inspire team members.
* Bi-weekly team meetings with team leads.
* Accountable for the team's performance and understands the importance of achieving goals to guide the business to the next level of performance.
* Serve as a backup for the Customer Service Manager when they are out of the office
* Provide technical assistance on phone system or reps.
* Create and update program overviews.
* Answer miscellaneous questions.
* Review IVR scripts and translate to Spanish, if possible, send to be recorded.
* Consistently review call metrics and suggest ways to improve if score falls below 85%.
* Enforce policies.
* Back up Team Leads when they are busy or out of office.
* Back up the management of Timecards and Workforce scheduling.
* Be available to train reps.

*Required Education and Experience*

* Must have a high school diploma or equivalency
* *At least 2 years* of call center team management experience required.
* Demonstrated expertise with call center applications
* Ability to work flexible hours

*Other Skills and Attributes*

* Computer Skills
* Knowledge of Microsoft Office products required
* Proficient with Windows, Google Suite, and web browsers
* Maintain a high level of patience
* Strong demonstrated communication, time management and problem-solving skills.
* Fluent in Spanish is a plus.

*Competencies*

* Empathy and compassion
* Adaptability
* Emotional intelligence
* Skills
* Communication, Phone Etiquette, Technical, Decision Making, Mathematical Skills, Prioritization, and Organization

*Work Environment*
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.

*Physical Demands*

* 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.
* While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone.
* Specific vision abilities required by this job include close vision requirements due to computer work.
* Occasional light lifting is required.

Duties, responsibilities and activities are not all encompassing and may change at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions

ampliFI Loyalty Solutions embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are the better our company will be.

Job Type: Full-time%58047475%

Keywords: ampliFI Loyalty Solutions, Naperville , Customer Service Supervisor, Other , Naperville, Illinois

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