Remote Customer Service Supervisor

WM; United States; Remote; USD 68,000 - 86,000; Full time

Benefits offered by this job

Remote work

Medical, Dental, Vision insurance

Stock Purchase Plan & 401K match

Paid Vacation, Holidays, Personal Days

Job summary

WM Strategic Business Solutions (SBS) in Windsor, CT, oversees daily operations of the customer service team supporting the Customer Sales Support team. Develops and enforces processes to improve service and promote company standards, driving customer loyalty.

The role includes supervising up to 15 CSRs, hiring, coaching, forecasting, and reporting on performance to meet departmental goals. Remote work is the listed normal setting, with UK-based? no—U.S. focus.

Qualifications

• Education: High School Diploma or GED (accredited) and six years of relevant work experience with two of those years in a supervisory role.
• Experience: Six years of prior work experience with two of those years in a supervisory role.
• Call center or customer service experience and supervisory/management skills required

Responsibilities

• Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals.
• Directs customer service teams toward achievement of operational goals.
• Organizes and schedules all necessary resources required to accomplish activities.
• Oversees personnel needs of the department including coaching, training, and evaluating employee performance.
• Hires and provides training for new and/or less experienced customer service staff.
• Monitors and evaluates customer service performance. Reviews and evaluates work to ensure quality, timeliness and ensures quality control in adherence to policies and procedures.
• Compiles all customer service data requirements into reports, and analyzes results.
• Investigates and researches escalated customer service inquiries.
• Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty.

Skills

Call center

Supervisory skills

MS Office

Analytical skills

Communication skills

Education

High School Diploma or GED

Six years experience with two in supervision

Tools

CC Pulse

IEX

NICE

ACORN

MAS

Job description

WM Strategic Business Solutions (SBS) in Windsor, CT, oversees daily operations of the customer service team supporting the Customer Sales Support team. Develops and enforces processes to improve service and promote company standards, driving customer loyalty.

The role includes supervising up to 15 CSRs, hiring, coaching, forecasting, and reporting on performance to meet departmental goals. Remote work is the listed normal setting, with UK-based? no—U.S. focus.