Customer Care Supervisor

iQor; Charlotte (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

iQor is hiring for a Collections Customer Support Supervisor within the Call Center. The role leads and administrates the department to deliver the highest level of customer service as a daily practice, while overseeing grief processing, customer/employee escalations, and related supervisory duties.

Responsibilities include staffing, communication, CSA coverage, liaison with Business Managers, team mentoring, performance reviews, data reporting, attendance and time system oversight, incentive

Qualifications

• 3+ years of experience in a relevant field, including 2+ years in a lead role.
• Bachelor's Degree or equivalent required; Degree in Business Administration or related field preferred.

Responsibilities

• Provides staffing for the Customer Service function to meet customer's requirements.
• Keeps CSA informed of changes within the company.
• Supports CSA coverage during holidays, absenteeism, and high workload periods.
• Liaises with Business Managers to ensure CSA support for customers.
• Holds team meetings with clear objectives for staff.
• Conducts annual appraisals for staff.
• Mentors Team Leaders and advises on daily quality, production, and turnaround goals.
• Monitors trends and reports to management and customers, initiating corrective actions as needed.
• Prepares daily, weekly, monthly, and quarterly data as required.
• Reviews attendance records and time systems.
• Monitors qualification of gain share financial incentives.
• Advises on policy adherence for all unit employees.
• Studies new and current processes to improve efficiency.

Skills

Leadership

Team supervision

Education

Bachelor's degree

Job description

Leads and administrates the Collections Customer Support within the Call Center. Supervises, support and ensure the highest level of customer service is an everyday practice within the department. While maintaining other supervisory functions which includes but not limited to grief processing, customer contacts, and customer/employee escalations.

Responsibilities:

• Provides staffing for the Customer Service function to meet customer's requirements.
• Provides Customer Service team with good communications and keep them informed of changes within the company.
• Provides CSA support by providing coverage during holidays, absenteeism, periods of high workload, etc.
• Liaises with Business Managers to ensure CSA is giving support to customer.
• Holds team meetings with clear objectives that each staff member is clear on.
• Carries out yearly appraisals to each member of staff.
• Provides management to work area by training and mentoring Team Leaders and providing advice with regards to achieving daily quality, production, and turn time goals.
• Monitors trends in functional areas, reporting this information to management and customers, and initiating corrective actions as necessary.
• Prepares daily, weekly, monthly and quarterly data as required.
• Reviews employee attendance records.
• Monitors and edits employee time system.
• Monitors qualification of gain share financial incentive bonuses.
• Provides advice to Team Leaders with regards to all unit employees adhering to company policy.
• Studies new and current processes to ensure the most efficient and effective flow is in place
• Complies and follows all procedures within the company security policy.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of experience in relevant field, including 2 or more years of in a lead role.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.