Customer Service Supervisor
Phoenix , Arizona
February 08, 2017
Adecco is currently assisting a local client in their search to fill a Project Coordinator job in Phoenix, AZ. This is a long term opportunity for the right person. If you would like to pursue a great opportunity and enjoy working for a fast paced company, then Apply Now if you meet the qualifications listed below! SUMMARY: The Supervisor will be responsible for a variety of tasks, all of which play a key role in maintaining customer and Client loyalty. This individual will execute the majority of hiring decisions of call center representatives, will monitor calls to ensure that all customer needs are met and Client compliance guidelines followed, and will ensure that representatives are abiding by all Company policies. He/she will analyze data to determine the root cause of both positive and negative business results and will help create solutions to major issues. This position requires a high energy person whom enjoys a competitive work environment and assisting others in succeeding. The Supervisor must be able to coach, motivate, and encourage representatives to succeed and solve customer issues and thus improve the quality of service support Optum provides to our Clients. DESCRIPTION: Build team of representatives through conducting interviews and making hiring decisions Ensure that representatives are resolving all customer needs Ensure all Client quality demands are met and exceeded Monitor calls to improve representative performance and to ensure that representatives are following procedures set forth by the Client Uphold all quality and compliance standards Analyze data to identify performance trends as well as root causes of quality issues Determine drivers of good/bad performance and create solutions for improvement Act as a Subject Matter Expert for assigned program (be knowledgeable of all "ins" and "outs" and prepared to educate others on them) Ensure compliance procedures upheld Handle customer follow ups and escalation calls to assist callers in resolving any unresolved issues Perform quality monitoring and coach assigned team members to attain internal and external key performance indicators Educate, motivate, lead, guide, and direct all assigned representatives to reach their highest potential both in terms of service metrics and career goals Monitor and track assigned employees for progress against internal and external objectives Troubleshoot any issues representatives are experiencing with internal systems (i.e. bConnected, Stromberg, Avaya, Client systems, etc.) Manage employee attendance and provide disciplinary action for representatives whom do not follow the designated policies Write and deliver performance improvement plans to both teams and individuals Interact with Workforce Management department to ensure all staffing and production requirements are met Complete Employee Counseling Requests and manage any leave time requested by representatives Manage payroll process for employees (ensure that all employees are paid correctly and on time). Escalate when this is not the case. Execute one-on-one coaching on occasion with representatives MINIMUM QUALIFICATIONS: Bachelor's Degree preferred. Equivalent experience may be considered Must have at least 2 years of contact center experience Contact Center supervisory experience preferred Strong customer service experience highly beneficial (excluding retail experience) Skilled in de-escalating irate customers Able to exude empathy; able to relate to customer and gain their trust Able to work with customer in a manner in which their needs are met within one interaction Ability to work independently, as well as in a team environment, to accomplish a common goal Must be able to effectively communicate (both verbally and in written form) Demonstrated strong analytical skills Strong interpersonal skills Strong presentation skills Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities Ability to facilitate change within the organization in a positive manner Ability to effectively communicate with various positions in remote centers and departments as needed Proven ability to drive performance and results in a fast-paced environment Working knowledge of Microsoft Office software package PERSONAL ATTRIBUTES: Enjoys fast-paced/high energy work environment Strong multi-tasker Works well under pressure Extremely perceptive individual, capable of relating to individuals at all levels Sensitivity toward corporate needs, employee goodwill, and public image Significant interview skills, coaching skills, and conflict resolution Strong negotiation, planning, staffing, and hiring skills Professional acumen in order to interact with and handle various escalated issues from internal and external customers Consistent positive demeanor when handling various job responsibilities Must possess good time management and organization skills Ability to work as business needs dictate ***WORK HOURS*** 7:30a-8:30p Mon-Friday Candidate will work an 8 hour shift between the hours of operation listed. This is a 6+ month assignment with possible extension and permanent opportunities. Adecco provides one of the most comprehensive benefits packages in the industry to contract employees. HOW TO APPLY: Candidates interested in this Opportunity should apply IMMEDIATELY. DO NOT DELAY. Please click on the "Apply Now" button to fill out your application. If you have any questions, you can contact Kevin Ziegler at ***Applicants must be currently authorized to work in the United States on a full-time basis*** IMPORTANT INFORMATION: This position is being recruited for by Adecco's Service Delivery Center, not your local Adecco Branch Office. To be considered for this position, you must use the "apply now" button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above, however your resume must be received via the "apply now" button included within to be considered. The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group offers benefits including Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities. Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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