Team Supervisor

S800 Overview

For more than 30 years, SERVICE 800 has been designing programs and providing resources to measure Customer Experience every day. The SERVICE 800 methodology delivers the accurate metrics you need to build and measure an effective, holistic and global Customer Experience Measurement program. SERVICE 800 customer interview programs reveal the actions and behaviors that contribute to accomplishing businesses long-term objectives.

S800 employs approximately 20 people at corporate headquarters and the balance located in other locations in and outside the US. We serve primarily large multinational companies in life sciences, IT and Managed Services and general manufacturing selling primarily to other businesses (i.e., not consumers), have many 10 years client relationships and conduct customer experience data collection in over 80 countries and 30 languages.

JOB DESCRIPTION

Summary/Objective

The primary objective for this position is effectively manage approximately 10-15 home-based Customer Service Representatives, maintaining communications between the Customer Service Reps, Operations staff and Relationship Management Team. This position is the first point of contact for all Customer Service Representatives. This position is all responsible for managing 20 Client programs for timely completion according to S800 contractual obligations. Quality checking the completed call records and audio recordings on multiple calling platforms, ensuring the contact interview was completed and closed according to SERVICE 800 standards. This will include providing feedback to Customer Service Reps, Operations Management and Relationship Management.

Essential Functions

• Quality Checking 10% ( /-) of records and recordings available to our clients for evaluation and providing immediate feedback

2. First point of contact for the Customer Service Reps that you manage for questions or concerns. This includes the responsibility of coaching and developing calling resources

3. Utilization of the Workforce Management Tool for thorough understanding of customer service rep’s real time daily activity

4. Responsible for all Target Management duties related to work completion of the projects they are responsible for

• Send morning motivation letter, conduct weekly team meetings, update Team on changes, and send project information sheets.
• Keep up to date on client scripts, answering questions on files and scripts
• Collect, chart and report team schedules, including daily log in/out emails, and vacation requests
• Preparation and delivery of Annual Rep Reviews
• Maintain an updated list of all active Customer Service Reps
• Coverage of other Team Supervisors when they are absent
• Handling disciplinary issues with calling staff
• Supply feedback to Operations on all calling platforms and VOIP systems
• Communicate and work with all departments to provide useful information
• Supply backup for the UK office when necessary
• Travel to the Long Lake office when necessary (N/A if located out of state)

Competencies

· Outgoing and proactive communication

· Organized and process-oriented

· Attention to quality and detail with high level of accuracy

· Ability to interact with coworkers as well as client customers

· Professional and ambitious

· Ability to work well individually as well as within a team

· Affable and courteous

· Ability to prioritize and meet scruitct deadlines

· Global Mindset - cultually aware and sensitive

Technical Requirements

1. Proficient in use of Office 365.

o Ability to create Word, Excel and PowerPoint documents/presentations

2. Proficient in use of the Internet

Team Participation and Other Requirements

• Team Conduct and Participation
• Participation in monthly All-Team meetings
• Participation in department or project-specific meetings
• Support for the Company’s strategic planning process
• Support for the Company’s events, culture and social responsibility efforts
• Support for the Company’s strategic planning process
• Other
• As with all employees, this person is responsible for the effective implementation of company processes and policies.
• Internal and external communications must at all times be professional, positive and courteous.

Required Education and Experience

• High School diploma
• Previous call center or customer service experience
• 2 years of Experiences with S800 is preferred

Additional Eligibility Qualifications

• A personal home computer with Microsoft Windows 10 or newer operating system
• A USB headset to make calls through your computer
• Microsoft Office Suite (Excel, Word and PowerPoint)
• A virus protection program and a firewall
• High-speed internet connection (DSL, Broadband, Cable, etc.) a hard-wired connection provides the most stable stream of connectivity
• Quiet workspace with no background noise

Work Authorization/Security Clearance

None required for this position.

Compensation

• Base wage paid semi-monthly 15th and 31st of the month
• Participation in the Company’s 401(k) plan
• Participation in short and long-term disability and voluntary dental insurance plans
• Participation in the Company’s medical, dental, short and long-term disability, life insurance benefits.
• Company paid PTO plan plus 8 paid holidays

AAP/EEO Statement

Service 800 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

COVID-19 considerations:
Service 800 will take proactive steps to protect the workplace in the event of an infectious disease outbreak.

Education:

• High school or equivalent (Preferred)

Experience:

• Supervisor: 1 year (Preferred)

Work Location: One location