Customer Care Supervisor

iQor; Charlotte (NC); On-site; USD 52,000 - 72,000; Full time

Job summary

iQor in Charlotte, NC is seeking an experienced Customer Service Supervisor to lead a busy team, ensure clear communication, and coordinate coverage across holidays and peak periods.

You will conduct staff appraisals, mentor Team Leaders, monitor attendance and time systems, analyze performance data, and drive improvements in quality, production, and turnaround time.

Qualifications

• 3+ years in customer service or a related field with at least 2 years in a lead role.
• Bachelor's Degree (Business Administration or related field) or equivalent.
• Strong communication and mentoring abilities.

Responsibilities

• Provide CS team with clear communications and keep them informed of company changes.
• Provide CSA support during holidays, absenteeism, and peak workload periods.
• Liaise with Business Managers to ensure CSA supports customers effectively.
• Hold team meetings with clear objectives for each staff member.
• Carry out yearly staff appraisals.
• Provide management to the work area by training and mentoring Team Leaders and advising on daily quality, production, and turn time goals.
• Monitor trends in functional areas and report to management and customers, initiating corrective actions as needed.
• Prepare daily, weekly, monthly and quarterly data as required.
• Review attendance records and monitor time systems.
• Monitor qualification of gain share financial incentive bonuses.
• Advise Team Leaders on policy adherence for all unit employees.
• Study new and current processes to ensure efficient and effective flow.
• Comply with all procedures within company security policy.
• Perform other duties as assigned.

Skills

Leadership

Customer Service

Team Coordination

Communication

Education

Bachelor's degree in Business Administration

Job description

Responsibilities:

• 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.